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