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IT admins of commercial Surface customers request support for their devices by either calling a Surface support agent or submitting an online request on a support website. Customers have expressed dissatisfaction with phone support, as it’s a time-consuming process to read each serial number and explain the individual device issues.

Microsoft’s goal was to utilize Surface Management Portal, a platform the customer uses for their daily device management, and allow them to submit support requests, ultimately resulting in reduced time and resources spent for both the customer and Microsoft. With reduced phone calls to support, Microsoft would also be able to service more customers, potentially leading to overall higher customer satisfaction and resolution rates.

Role & Duration

Company | Microsoft

Role | UX Research, Wireframing, UX Writing, UX Design, Prototyping

Duration | 5 months
Oct 2021 - Feb 2022

Team | Solo designer

Methods | User Interviews, Analysis, Wireframing, Flowchart

Tools | Figma

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