<aside> đź’ˇ Ideal support is when it is not needed. We do not expect Coca-Cola customers to call a hotline to ask how to drink it. Same here - our common goal (for product & service units) is to create a product and run service so our customer interaction is as easy as possible.

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We will use Jakob Nielsen's 10 heuristics general principles for interaction design which is widely used not only in building UX interfaces but also when running any client interaction.

  1. Visibility of what is going on

Give clients appropriate feedback within a reasonable amount of time about their request processing time, manage client expectations and communicate clearly about the next steps.

Eg:

Terms, concepts, icons, and images that seem clear to you and your colleagues may be unfamiliar or confusing to your users.

  1. Speak the users' language.

  2. Consistency in terminology and processes

Users should not have to wonder whether different words, situations, or actions mean the same thing.

  1. Minimize the user's memory load

The user should not have to remember information from one part of the interface to another

  1. Help users process errors

Tell users what went wrong in the language they will understand — avoid technical jargon. Offer a solution, where possible that can solve the error immediately.

  1. Help and documentation

It’s best if the system doesn’t need any additional explanation. However, it may be necessary to provide documentation to help users understand how to complete their tasks.

Help and documentation content should be easy to search and focused on the user's task. Keep it concise, and list concrete steps that need to be carried out.

Ensure that the help documentation is easy to search.

Whenever possible, present the documentation in context right at the moment that the user requires it.

  1. We are not here to prove us right

Customers may not always be right, and it is not our goal to prove them wrong. We strive to make them satisfied with the product.

  1. Extra mile

We know for sure that we want to become a big, influential brand with a developed network of clients who are also our ambassadors. This can only be achieved if we do more than what is expected of us. We try to do more for both our guests and colleagues.