Offering a human touch to tech support
Simplifying assistance for both helpers and those seeking help. As a Senior Product Designer, I focused on enhancing empathy and ease-of-use to create a seamless experience.
Challenge
Traditional remote support solutions felt impersonal and technical, intimidating users and frustrating helpers. The goal was to make tech support more accessible and approachable, particularly for everyday issues faced by friends and family.
My User-Centered Approach
Conducted user interviews with both helpers and those seeking help, uncovering pain points like unclear instructions, lack of visual cues, and fear of messing up the remote session.
Prototyped and iterated on the interface, emphasizing visual cues, intuitive controls, and clear instructions. The focus was on creating a step-by-step process that was easy to follow for both parties. I incorporated features like text chat and annotation tools to facilitate clear communication and collaboration. This helped build trust and understanding during the remote session.
The Impact
Increased user satisfaction. Both helpers and those seeking help reported feeling more confident and comfortable using Quick Assist. The intuitive interface and clear instructions reduced frustrations and misunderstandings.
This project wasn't just about building a remote support app; it was about making tech support more human-centered. By focusing on empathy, clarity, and trust, I helped create a solution that empowered users and strengthened connections.
Learn moreMY CONTRIBUTIONS
Lean UX
Windows 11 design
Research
Prototyping
Icon design
