Garmin Support Center Redesign

Background

Garmin Ltd. support center was only available by phone, email and in person at our Olathe Headquarters before the beginning of this project. The company is an American multinational technology company with headquarters in Olathe, Kansas. They have a complete support team that answers calls, emails and now chat and while helping guide users to answers about Garmin products. My role as the lead designer was product and user research alongside data analysis, prototyping and testing and information architecture. The design process started with a hypothesis that we could save time and effort for our support team and users by creating an experience that ensures the user finds the answers needed without live support. During this process, I designed a template that was used for every search page, built out the structure of the site, and created a template along with a design kit that every search page then used. I worked closely with the front-end team and tackled common issues and updates. I focused on the MVP while working with IT in sprints.

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