self-service
/ˌselfˈsɜː.vɪs/noun
An approach that lets users complete a task independently instead of needing an employee to do it for them.
Self-service lets the customer change the delivery address before the order is dispatched.
A customer who downloads an invoice or reschedules an appointment without assistance is using self-service. In software, this often happens through a Glossary · In briefcustomer portalA customer portal is a restricted online area where customers can view their own information and carry out tasks. Available information and features depend on their roles and permissions.Read more or app. The user gets access to a defined part of a process.
Clear boundaries
Changing an address sounds simple, but it may affect a delivery already in progress. The application should explain when changes are still possible and what happens next. Glossary · In briefauthorizationAuthorization is the process of determining and enforcing which data and functions a user, device or application may access.Read more determines which records someone may view or change.
Good self-service also provides confirmation and a clear status. Without that feedback, users may still call to ask whether their request was received.
Keep help available
Not every situation fits a form. Users need a way to get support for exceptions, preferably without repeating information they have already entered. Self-service only reduces work if people can actually complete their task.