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Research and design
Analyzing the current support experiences


Analysis Strategy

I began the design process by analyzing the existing support form. I went through each field and dropdown to learn what could be removed and added in the new design to make it a simpler experience. I created a chart of a potential order of the flow, annotating questions, opportunities and concerns with each field or button. This chart was then used in my initial reviews with the PM, developers, support and CX team. It helped us discover limitations, and other information which affected the new design. 

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