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ux-contact-support

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Design or critique a contact/support experience — help center, FAQ, contact methods, live chat, point-of-error help, and feedback flows. Leads with self-service deflection (most contacts are UX failures), applies the always-true core (easy access, expectation-setting, honest chat, close the loop) and gates context-dependent levers (which channels and order, chatbot vs. human, help-button placement) with trade-offs. Trigger when the user asks to design or review a contact us page, support page, help center, FAQ, live chat, or feedback form.

ux/screens/contact-support/SKILL.md

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Jul 2, 2026
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# Contact & Support Skill

## How this skill behaves (read first)

This is a **generative** skill, and it starts from an uncomfortable fact: **~64% of support contacts are caused by a UX failure** — missing/unclear info, a service problem, a roadblock, or a task that looks too complex. So the default instinct ("add a contact form") treats the symptom. The skill's first move is to *reduce the need* with self-service, then make getting a human easy and predictable when it's genuinely warranted. The common failures: no FAQ/help before the form, a "Contact us" button that drops users into a surprise channel, no wait-time or expectations set, a bot that doesn't admit it's a bot, no help offered at the moment of error, and feedback requests that interrupt and pressure. So this skill gates:

1. **Establish why users contact support and what the team can sustain** — that orders the channels and sizes the self-service investment.
2. **Apply the always-true core** — deflect with good self-service, make contact easy and predictable, close the loop.
3. **Surface the context-dependent decisions** (which channels and order, chatbot vs. human, help-button placement) with trade-offs.

Then it **hands off to `ux-heuristics-audit`, `ux-accessibility-audit`, `ux-aesthetics-audit`, `ux-microcopy-audit`, `ux-dark-patterns-audit`, and `ux-mobile-responsiveness-audit`** for validation.

Scope & composition (per `docs/orchestration-policy.md` §9): this skill covers the **support experience and its surfaces** and composes lower-scope skills rather than re-deriving them. **Core children (built as part of the support surface):** the **contact-form field design** via `ux-inputs-and-forms`. **Peers that own a sub-part (defer):** **help search** to `ux-search` and **tooltip craft** to `ux-tooltips` (they own those sub-parts if reached). **Downstream (offer, don't auto-build):** deeper **error-message/recovery design** via `ux-error-recovery`. **Inherit, don't regenerate:** under an existing design system, take color/type/spacing from its tokens — only set those when designing from scratch.
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