Working to get the solution for the customer quickly
I lead the web design for the Garmin Support Center. I worked alongside with front-end and back-end developers. I often presented to stakeholders and segments receiving feedback and iterating. This project gave me the experience of collaborated with a close team of creatives of all types. We iterating through the design process till we launched the site. The goal was to get less calls and more answers taking the users through an experience that ensures they finds the answers and solutions for Garmin customers.
Duration
JUNE 2017-JANUARY 2020
My Role
Lead product designer
Garmin Support Center
What People Are Saying
Garmin support center was only available by phone, email and in person at our Olathe Headquarters. With the new technology, Garmin wanted to offer support in new faster ways.
This provided an opportunity for customers to find solutions to Garmin products quickly and clearly. By going to the homepage, a message prompts the user ‘Help starts here’, with a prompt to enter a product name or serial number. In the search bar underneath, the user then selects their product and the arrow that takes you to that product pages specific support page. If they are having issues locating the product they would like help with there is a link under the search bar asking if the user is having trouble. Sometimes customers don’t have a question regarding a product, in this case I added a link that says ‘The help I need is not related to a product’.
Secondary research and competitive audit report
Much of our time was spent on the search method for ‘Help Starts Here’. We determined the best approach was to ask the user to provide the name or sku of product. We analyzed what users typically put in the search bar and issues users came across when search for the buy product page. Much of the time the user forgot product name or the keywords mostly used were ‘Garmin’ and ‘Gps’ with product name. Garmin offers various versions of a product so distinguishing between them somehow was key. To to guide the user to the correct support product page, we planned ‘enter product or sku’, with a drop down that helped guide. The user then selects which product that then directs them to the search product page. If they are having other issues like not knowing product name we offer links under the search bar. These links are ‘The help I need is not related to a product’ and ‘having trouble?’. We also conducted a competitive audit report on sites like apple.com and samsung.com support.
goal To have a complete support team that answers calls, emails and now chat and while helping guide users to answers about Garmin products.
Search bar - used to find, by product, the supporting product page. Once the user lands on the product page they have all the useful manuels, FAQ's and information pertaining to that product. If the user is still unable to get their answer, a form provides what services are available for users and what options they have to get in touch with Garmin Support. Adding the online experience is an attempt to bring down support calls with the addition of chat and email services.
Deliverables
Outcomes
Designed an online support center that works from a search bar that the user can search by to get help on services and products Garmin provides. This also included a template that was used on search pages. The product page has information on manuels, FAQ's and contact support. We got confirmation the call volumes are down and more users are using our online experience.