Show the basis for an answer
In a knowledge product, the answer and its supporting material belong together. Give the reader a usable path to the source so they can review the context. A polished response should not be the only information available when a decision matters.
Make uncertainty understandable
A product needs a considered response when it cannot find enough information. It might ask a narrower question, show the documents it did find, or offer a human handoff. We design these states alongside the successful response, so they do not feel like the product has broken.
Let people correct the course
Provide a way to revise a request, flag a problem, and return to the underlying task. Think about what the user needs next, rather than adding a feedback button with no clear purpose. The review process behind that feedback matters as much as the interface.
Evaluate the complete experience
Review representative tasks with the people who will use the tool. Look at whether they can find the source, understand the limitations, and finish the work. The quality of the experience extends beyond whether a single response sounds convincing.
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