The Show-Don't-Tell Principle in Support Design

Great user experience is built on a principle: let users show their intent instead of describing it. When you design for 'show', friction collapses. Visual-first interaction design isn't new. It's the foundation of why direct manipulation interfaces (like the iPhone) beat command-line systems. Orasi applies this principle to customer support.

Show vs. Tell in Support

Tell: 'My printer won't print.' (Agent: What's the error? Is it plugged in? What OS? Have you rebooted?)

Show: Customer films the printer, screen error visible, USB cable visible, LED status visible. Problem solved instantly.

The difference isn't just speed. It's a reduction in cognitive overhead on both sides. The customer doesn't have to articulate their problem. The agent doesn't have to reconstruct it from incomplete information.

UX Patterns That Work

1. Low friction to initiate: 'Show your issue' button is always visible, one click to start video.

2. Clear guidance: 'Point your camera at the screen' / 'Show the error message'—the agent directs attention.

3. Verification loops: Agent confirms what it sees before acting. 'I see the WiFi light is off. Is that correct?'

4. Graceful fallback: If video fails, revert to voice or text—don't strand the user.

Measuring Show-Centered Design

When users can show instead of tell, three metrics improve: resolution time, first-contact resolution, and customer effort score. Our data shows 60-75% improvement across all three. That's the power of the principle.