Clickable mockup of both flows. Left: the SSOT flow (two menus that overlap, intent dropped between layers). Right: one intent-first menu, context carried forward, personalized answers, and honest escalation. Click the options to walk through each one.
Walk it: tap Manage Subscription → it doesn't resolve → Help & Support. It re-asks the same thing. That's the loop.
One menu in the customer's words. My membership answers personalized; Find my size moves to the entry; contact promises real wait times.