Integrate Flows and Create Support Content for New Products
Role:
UX Designer
Team:
Product Manager, Content Writer, Researcher, UX/UI designer, and Developers
Tool:
Figma, AI, PS, SVGATOR
Time:
May. 2023
Overview
New product Gemini Air launched to market, it needs all related support content.
It is a progress story from 0 to 1.
Analysis and integration of flows to written text on website.
Goals:
1. Create related support troubleshooting content for the new device Gemini Air. 2. Using design thinking theme, analysis of related content, and integration of all the related flows to match written text requirements.
UX Process
Design Thinking - Iterative & Non-linear Process
A. Empathize - Search and collect related information
B. Define - Mapping out relationships for all the related flows
Analyze Results:
C. Ideate - Create components and sub-flows, simplify and utilize related flows
Created all related troubleshooting flows for new device from 0 to 1.
Optimized existing flow's user experience, made content more clear and easier to follow.
Used SVG animation and vector illustration to make all designs consistent.
Created a template library which all flows conform to.
Work with Product and Engineering partners to represent the design team, facilitate design discussions, and give concise feedback on planning and product direction.
Design thinking maps helped engineering team better understand the relationship of flows.
Partner with the Engineering team to provide a high-quality implementation of delightful product experiences.This improved the overall productivity of the team.
After Gemini Air product launch to the market, backstage data showed those flows helped many customers resolve issues on their own. Number of calls for agent care were reduced, which helped company reduce cost.
