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About

About

2010 Redesign of Support.xbox.com
Published:
XBOX SUPPORT REDESIGN
support.xbox.com
THE BRIEF

The mandate from the client was clear.  Increase resolution of issues to 95% and double the amount of consoles being repaired online.
THE APPROACH

We analyzed both the competition and best of breed examples in other industries to forge a path.  Our approach was to treat support not as a section of the site where angry gamers seek out, but rather become a brand attribute by building an experience that leveraged an open content strategy, written in a conversational tone and where the focus was on being pro-active rather than reactive and finally one that sought to simplify the tasks at hand.
THE FOUNDATION

There were a lot of documents and insights generated over the course of the engagement.  And even many more iterations, but when it was all said and done the following wires do a great job of summarizing our recommendations.


THE PROOF
THE RESULTS

Objectives Achieved...