Keeping customer entry points resilient
Maintain direct URLs, email and social entry points alongside internal search. Avoid making information access depend on one external platform.
Putting search and content into practice
A distinct page should answer a distinct question, with aligned title, content and next steps. Keep important explanations readable rather than relying only on images, popups or unrelated keywords.
Checking the result
Enter through a real search question, find its answer and continue through relevant links. Check old-to-new URL mappings during a migration or rename.
