Efrat Weidberg

case study

Samsung Customer Care

Global experience strategy and site re-design




Associate creative director, Interaction Design

I have omitted and obfuscated confidential information in this case study. The information in this case study is my own and does not necessarily reflect the views of Samsung.


We worked with Samsung to uncover pain points, needs and gaps in their customer care experience. Using need-finding research methodologies and an iterative approach to content strategy and site re-design, we created a vision for the future experience, and a design framework to be used globally.

My role

Planning, Oversight & Coordination

Helped with project scope, team planning and guidance.

Customer Insights & Ideation

Uncover insights and translate concepts into features that address customer behaviors and motivations, while balancing business needs and technical constraints.

Information Architecture & Design Framework

Data let approach, creating page templates and components library, leading a team of 2 designers and a business analyst.

Design Execution & Validation

Design all screens and states together with the visual design team, and conducted three usability testing to validate and refine our design decisions.


Co-creating the new support ecosystem map


Defining templates, components and states



Based on research and experience principles, we designed and implemented a component based design framework that is highly adaptable to content needs.


Global scale: 35 different languages to 
80 different countries around the globe.

Next project: Lord abbett product dashboard
If you want to see more or build something together, email me!