Microsoft Support Site
Team: Sofia Matamales
Role: Lead Designer
Tools: Figma, Jira, Teams
Timeframe: 5 months
Role
- Conduct user research to understand the current pain points and challenges that users face with their system.
- Define the key features and functionalities that users need in order to maximize their uptime and mitigate risks.
- Create wireframes and prototypes that illustrate the proposed solutions and interactions.
- Conduct usability testing to validate the design and identify any potential issues or areas for improvement.
- Refine the design based on user feedback and further testing.
- Develop the final pages using a design system to ensure consistency and ease of use.
- Implement analytics and tracking to measure the effectiveness of the solution and identify any further opportunities for improvement.
Overall, the goal was to create a solution that is easy to use, efficient, and effective in helping users achieve their goals of maximizing uptime and mitigating risks.
Goals
My goal was to create a consistent, intuitive, and data-driven user experience across all support pages to provide a seamless customer experience. By focusing on the user flow, I was able to ensure that the customer journey was as smooth as possible, which is essential for customer satisfaction.
Measurable design allowed me to track the effectiveness of my changes, while my interactive design helped to engage customers and make the experience more enjoyable. By incorporating these elements, I was able to create a user experience that was not only functional, but also enjoyable for customers to use.
The Deliverable
By analyzing user behavior and identifying growth opportunities, I was able to take a data-driven approach to improving the customer experience. And by applying design thinking to deliver best-in-class solutions, I ensured that the changes I made were not only effective, but also user-friendly.
I provided an easier path for analytics regarding time to deliver support, as it not only helped customers understand the process better, but it also gave our team valuable insights into how they can continue to improve the customer experience. The type of data-driven approach lead to more informed decision-making and a better overall customer experience.
- Focused on user study groups to help define user flow.
- Empathized with my users
- Defined the users’ needs, their problems, and my insights
- Created ideas for innovative solutions
Including:
Deliverables For DesignSprint
• User Flows
• Lo-fi phase
• Wireframes
• Usability Testing/AB Tests
• Summary of user tests, as needed
• Final Design
• Clickable prototypes
• Demo/walkthrough with PM
• Documentation
Research
I asked many questions in user studies, as they help to uncover areas for improvement in the product experience.
Asking about what is currently broken for users helps to identify specific pain points that need to be addressed. By understanding what parts of the product don’t work as expected, I can then prioritize fixing these issues to improve the overall user experience.
Asked about unmet user needs was an important way to understand what the users were hoping to achieve with the product. This helped me identify new features or improvements that could be added to meet those needs.
Finally, I asked about ways to bring more analytics to the user that can help them understand what type of information they would like to have available to them. This was helpful in making data-driven decisions and improving the user experience.
Overall, these questions provided valuable insights into the user experience and helped guide the design and development process.
Large focus on data visualization
Final Design
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