Do users open fewer support tickets when you focus on action results instead of UI guidance?
by•
Spent a month adding tooltips and progress bars to smooth out our onboarding but support messages actually went up.
Turns out people weren't confused about where to click. They were just scared of accidentally sending emails or deleting client data without knowing what would happen next.
Once we changed the UI text to clearly explain the final result of each button click support requests dropped by half.
Has anyone else noticed that reassuring users about outcomes matters more than guiding their clicks?
15 views
Replies
Tooltips can show where to click but they dont always answer the main worry. Clera wording can help me.
i'd also chcek the words on the buttons. sometimes a small change can make the action much clearer.
Yeah i have noticed this too Users usually care more about what happens after a click than the UI itself Clear outcome focused messaging can remove a lot of uncertainty