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DB Kay & Associates - Strategic Consulting for Sustainable Knowledge Programs

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    • KCS Practices & Certification Workshop – June 2025
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You are here: Home / What We Do / Self-Service Design Workshop

Self-Service Design Workshop

Does your self-service site need a serious makeover? Are you launching self-service for the first time? Get started right.

Self-service can handle an order of magnitude more customer issues than the cases you receive.  So it’s important to get it right.

Great self-service experiences don’t just happen: they’re consciously designed. Designing for customer / partner personas and the tasks they need to accomplish puts your customer in the driver’s seat.

DB Kay will partner with you to

  • Train you on self-service best practices
  • Lay out functional requirements for a world-class website, based on Association of Support Professionals (ASP) Best Web Support Sites criteria, best-in-class industry examples, and emerging trends
  • Develop personas for website users
  • Identify the tasks those personas want to accomplish, and determine their priority. Which should be zero clicks, one click, or more away from the self-service landing page?
  • Develop a technology architecture to support your requirements, leveraging existing investments and competencies
  • Define governance, roles, and staffing requirements to stand up and maintain the website
  • Create a high-level measurement framework for measuring health and success of the portal
  • Build the plan: identify concrete next steps for bringing the strategy to life

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Upcoming Events

Jun 24
June 24 @ 9:00 am - June 25 @ 1:00 pm

Intelligent Swarming Insights Workshop – June 2025

Aug 5
August 5 @ 8:00 am - August 6 @ 12:00 pm

KCS Leadership Workshop – August 2025

Aug 12
August 12 @ 8:00 am - August 14 @ 3:00 pm

KCS Practices & Certification Workshop – August 2025

Sep 16
September 16 @ 8:00 am - September 18 @ 3:00 pm

KCS Practices & Certification Workshop – September 2025

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AI and ML Announcements Coaching Content Management Culture Customer Experience Intelligent Swarming KCS KDE KM Knowledge Representation Lynchpins Measures Program Management Rants Resources self-service Social Support Strategy Technology Uncategorized Video Voice of the Customer

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talk: 408.568.3551
fax: 408.354.8187
info@dbkay.com
18275 Knuth Road
Los Gatos, California 95033

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