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Microsoft offers a portal called Microsoft 365 admin center to IT admins of commercial Surface customers to help them manage their Office subscriptions, apps, policies, and settings. The IT admins have expressed dissatisfaction with the Surface support experience as it lacks a centralized interface. To request support, the IT admin uses the admin center, multiple different support websites, email, and phone.

The Surface team is creating a platform called Microsoft hardware support within the admin center to improve the post-sale experience of Surface devices. The goal is to create a centralized solution for all surface related support needs, and to utilize the platform on which the users already spend a majority of their time.

Role & Duration

Company | Microsoft

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

Duration | 6 months
Jan 2021 - June 2022

Team | Solo designer

Methods | Analysis, Wireframing, Flowchart

Tools | Figma

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