Free research.
WHY THEY MATTER
Every support request about how to do something is a design failure that reached a person.
WHAT TO RECORD
What was asked How often About which part
WHAT REPEATED QUESTIONS INDICATE
Something unclear, missing or mislabelled.
WHAT TO DO ABOUT THE MOST COMMON
Fix the interface, rather than improving the answer.
WHY
An answer serves one person. A fix serves everyone.
WHAT ELSE TO READ
Complaints Abandoned processes Requests for help completing something
WHAT COMPLAINTS REVEAL
Expectations that were not met, which is usually a communication failure in the design.
WHAT TO LOOK FOR
The same confusion appearing repeatedly
WHAT TO AVOID
Treating support volume as inevitable Writing more documentation instead of fixing the cause
THAT SECOND POINT
Documentation is what you provide when the interface cannot be made clear.
WHAT TO REVIEW MONTHLY
The most frequent questions, and what could remove them.
