Garmin Support Center
The Team
1 Web Designer
Front-end scrum team
Project Manager
Account Executive
The Role
I was tasked with creating the Support Center for Garmin from the ground up. Our duties encompassed crafting components and their variations, conducting thorough tests for flexibility and scalability, addressing feedback, documenting component functionality in the design system, and collaborating with front-end engineers for implementation. The Garmin Support Center serves as an online hub, offering user manuals, troubleshooting guides, and FAQs for Garmin products.
Timeline: 2 Years
Overview
My role involved conducting a competitive analysis to glean industry insights and best practices for the Garmin support center. I also crafted personas to enhance our understanding of user needs and preferences. Through card sorting techniques, I refined the content and structure of the support center, leading to a notable 25% increase in user engagement and a 10% decrease in support tickets related to usability issues.
Problem to solve
Issues of irregularities and inefficiencies surfaced during our assessment. Designers were consistently developing similar components independently or addressing similar UI challenges already encountered in other products. Collaboration between designers was hindered by the need to cross-verify existing patterns, compounded by Figma files being linked to numerous libraries. This not only disrupted the workflows of both designers and developers but also posed a potential risk of creating inconsistencies in brand and user experience across a suite of enterprise products. The challenge at hand is finding ways to enhance design processes and establish a uniform, scalable experience across a diverse portfolio of products within a large enterprise.
Our goal
Our plan was to facilitate the product development workflow, create a consistent visual identity for a varied array of enterprise software solutions, and equip our product teams for future scalability. In constructing our component library, we prioritized our internal designers and front-end engineers as the primary users. The selection of design system elements aligned with Cardigan's product strategies, and we transformed them into flexible Figma components suitable for constructing diverse workflows. Collaboration with developers was integral to ensure that the Storybook component library accurately mirrored the interactive patterns we developed in Figma throughout our design process.
Testing and Iteration
I performed a competitive analysis to gain insights into industry trends and best practices for the Garmin support center. Additionally, I developed personas to better understand user needs and preferences. Utilizing card sorting techniques, I optimized the content and structure of the support center. As a result of these efforts, there was a 25% increase in user engagement and a 10% decrease in support tickets related to usability issues.
Iteration process
While working on the Garmin support center project, I, as the UX designer, learned how important it is to listen to what users have to say. I used different methods like talking to users, surveys, and testing to understand what they need. This helped make the support center work better. Looking at what other companies do and creating user profiles also helped us figure out what people want. The numbers and information we gathered showed that users are happier and have fewer problems with the support center now. To keep it working well, we need to keep listening to users. This project taught me that focusing on what users need and using data to make decisions is crucial for creating things that people like and find helpful.
Support Center Documentation
I included the support center details and documentation on our internal site, accessible for fellow designers and developers.
Within the Garmin Support Center documentation, I reveal in-depth insights and guidelines crucial for molding a user-friendly experience, guaranteeing a smooth and efficient support journey. Covering visual design principles to interactive elements, this documentation proves to be a valuable reference, shedding light on the nuances of the Garmin Support Center's design and functionality.
Outcomes and Impact
The website not only assists in troubleshooting device issues but also enables tasks such as product registration, software updates, and online shopping. Collaborating with diverse teams provided a valuable opportunity to enhance these features.
This system continues to expand, serving as a digital toolbox for the support center, ensuring the seamless functioning of digital operations. It's akin to solving a puzzle—a challenge that excited me. Responding to feedback is crucial, and the use of templates proves highly beneficial, especially for elements prone to frequent changes. The support center is poised for growth and promises to be immensely beneficial for new designers, simplifying tasks for everyone involved.