The search tool is the most used self service solution. Many users were using the search tool for things like "how to join a meeting", "update my plan", "need help with account access" however the articles had a low click through rate.
Design features such as No Search results page and Search notifications to highlight quick actions and other options of self service.
The notification had average of a 25% click through rate, in some cases 50% CTR.
The goal of this design was to enable users to find other options for help faster and offer tips to troubleshoot search results.
