Improving Adobe’s Customer Support
We needed our system to scale beyond the current context so that it could potentially be used in other contexts and surfaces, like our flagship desktop and mobile apps.
Collaboratively planned a storyboarding session to bring cross functional teams together to for an aligned vision on the new experience.
Created user flows for each unique customer workflow.
Design within context -For SMS, we needed to accomplish a lot more with each message as to not “blow up someone’s phone”. So I worked with our content strategist to carefully design a conversation that would optimize support in that context.
Not only was I looking at the on-page interactions but designing any automated messages and the flow of the human conversation. For the online chat, we could have more of a back and fourth conversation to probe into the problem.
With over 120+ product offerings worldwide, things got complex. This is a sample of just one “slice” of use cases for the experience we were rolling out.
