Implementing self-service technology comes with its own set of challenges, some of which are unexpected. The user benefits we hope for are not always as easy to achieve as we might wish. The varying levels of experience and knowledge among users can create a divide—some may shy away from self-service, while others intuitively grasp it. So, how can we design systems and software that are accessible and usable by all, requiring minimal technical knowledge? In this space, we explore the key aspects of deploying self-service technology, sharing the lessons we've learned and insights that could help organizations successfully implement these solutions for their customers.
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