> it was obviously not written by someone who has spent a long time in a support
I have been in call centres and watched users many times.
> The way that I would word it and would mentor people to say is "go to 'my cases' at the top"
Haivng to mentor people to speak in a certain way is a cost that should be avoided. Good design propagates out to all parts of the service, including support.
Also, the speech marks around "my cases" don’t get heard over the phone, only seen when written down.
But even if it's about how it's written, I agree it’s clearer, but it's also verbose and tiring for both the reader and the support agent.
But most importantly, it can be avoided altogether by saying “Your” instead of “My” so why wouldn’t you just do that?
Yeah, I mean ideally you’re nav is so simple that you don’t need search beyond Google. But it’s not always possible. Take an ecommerce store where the user wants to drill down on particular facets. That needs search (and filter).
I wouldn’t no. I’d look to sort out the root cause (slow server perf) in this particular case. But obviously we’re talking in the abstract. Advanced search is bascially the same as in context filters without the downsides.
Yep, I have a whole thing on how to design filters for small screens. But in short, partially overlay the screen. There’s nothing else you can really do without having downsides. But like you say discoverability goes down but it basically has to.
I have been in call centres and watched users many times.
> The way that I would word it and would mentor people to say is "go to 'my cases' at the top"
Haivng to mentor people to speak in a certain way is a cost that should be avoided. Good design propagates out to all parts of the service, including support.
Also, the speech marks around "my cases" don’t get heard over the phone, only seen when written down.
But even if it's about how it's written, I agree it’s clearer, but it's also verbose and tiring for both the reader and the support agent.
But most importantly, it can be avoided altogether by saying “Your” instead of “My” so why wouldn’t you just do that?