Reimagining Garmin's Support Experience
UI/UX CASE STUDY
As the sole UX/UI designer, I led the design of Garmin's centralized Support Center, transforming how customers find product-specific answers and self-service resources across 2,000+ products. Working from concept to MVP, I delivered the initial experience within a two-week sprint.
Building a Brand New Support Center
Role
Sole UX/UI Designer
Tools
Figma, Adobe Creative Suite
Platform
Web Responsive
Team
1 Project Manager, 5 Developers, 1 UX/UI Designer
The Challenge
Garmin's support resources were spread across multiple locations, making it difficult for customers to find accurate, product-specific answers. With more than 2,000 products to support, Garmin needed a centralized, intuitive experience that simplified access to information, empowered customers to resolve issues independently, and reduced reliance on phone and email support.
As the sole UX/UI designer, I led the Garmin Support Center's design from initial discovery through high-fidelity UI. I translated user needs into wireframes and interactive prototypes, collaborating with the project manager, developers, and stakeholders to create an intuitive experience that balanced customer needs with technical requirements.
Leading the UX/UI Design
Before moving into design, I examined how customers navigated product support and where they encountered challenges. This helped establish a clear user journey: from entering the Support Center to searching for and selecting the right product.
MVP Launch
We successfully delivered and launched the initial Support Center MVP within the two-week sprint.
Evolving the Experience
Six months after launch, the homepage evolved with a refined layout and updated search experience, building on the foundation established by the MVP.
Turning Insights Into Structure
From 30+ Search Iterations to Three Design Concepts
Exploring the Right Search Experience
Working with the development team, I narrowed more than 30 design iterations into three search concepts for evaluation. I helped develop the survey questions and gathered feedback from 100 users to understand their preferences and inform the final homepage search design.
02 Search by Product Name
Enables customers to find support by entering a product name or model.
01 Browse by Product Category
Allows customers to browse product categories before selecting their specific device.
03 Guided product lookup
Helps customers identify their device through suggested products or guided selections.
The goal was to balance simplicity and discoverability, making it easier for customers to find the right support across more than 2,000 products.
Support Center Homepage
I designed the homepage with product search as the primary entry point, helping customers quickly find relevant support. For those unsure of their product or seeking general assistance, I incorporated alternative navigation paths, including dedicated access to Marine, Aviation, and Navionics support.
I designed the search experience to help customers identify the right device quickly and accurately. As users type, a dropdown displays matching products, including specific model variations, to make selection easier and reduce guesswork.
A highlighted search field, clearly organized suggestions, and directional cues guide customers toward the next step in their support journey.
Support Center Product Page
Bringing Support Together
Support Center Product Page
Once customers select their device, they're directed to a dedicated support page with product-specific resources. I organized the experience around common troubleshooting topics, with clear access to help articles, manuals, software, and videos.
The responsive layout keeps these resources accessible across desktop and mobile, helping customers move from product identification to finding the answers they need.
Support Beyond Self-Service
When self-service isn't enough, customers can easily connect with Garmin's support team through live chat, phone, or email.
Chat: Connect with a support specialist in real time.
Phone: Speak directly with Garmin support for more personalized assistance.
Email: Send a support request when an immediate response isn't needed.
Outcome & Impact
100,000+
Users have accessed Garmin's Support Center
The experience brings product-specific resources and direct assistance together in one centralized destination.