1. Problem
   1. Overloaded HelpDesk (HD) Service
      1. large staff
      2. wrong consulting
         1. losing customers
2. aim
   1. Minimize the number of calls in HD
3. Reasons
   1. Bugs
   2. Unclear UI / UX
   3. No desired feature
      1. no info on release dates
4. Ideas
   1. FAQ for customers and partners
   2. Application Guide
   3. links to help from different places for features
      1. Make current and new instructions easier to understand
   4. UI \ UX Providing a unified logic of client actions
      1. develop UI kit
      2. unified UX patterns
   5. UX tesing
      1. Surveys
      2. Corridor Testing
      3. Analytics of existing user behavior for implemented features - search for patterns of behavior
      4. MindMaps
         1. UX-testing. Let's think about mental models using 5W2H
            1. https://www.xmind.net/m/JM3d4u/
         2. Some notes about UX-testing
            1. https://www.xmind.net/m/MF9T/
   6. Channel with training video
   7. training session for HD
5. !
   1. Improve HelpDesk Service using 5W2H
      1. https://www.xmind.net/m/h4xw/