A critical component of a customer self-service is an experience that allows your audience to get the answers they need to be successful with your product or service. The ability of your audience to articulate their problem can be a challenge if they are new to the product or service or not at an expert level just yet.
If you limit the methods by which your audience can find the content they need, you hinder the overall support experience. MindTouch provides multiple ways to help consumers of your content get to the answers they need to address the issue they are experiencing.
Discoverability vs. Findability
- Discoverability - users encounter content or functionality relevant to them that they were not aware of previously
- Navigation is an example of a discoverablity experience
- Findability - users easily find content or functionality that they assume is available on your website or other channels
- Search is an example of a findability experience
Effective discoverability and findability occur when a strategic information architecture delivers quality content based on your user's knowledge and intent.