Samsung Customer Care
Global experience strategy and site re-design
Agency:
Barbarian
Role: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
Transitions
Based on research and experience principles, we designed and implemented a component based design framework that is highly adaptable to content needs.
