Xbox Online Support
Microsoft Entretenimiento and Devices Support Experience
Challenge
As Microsoft’s line of Entretenimiento and Devices Information Systems (EDIS) quickly expanded, so did its online support for Xbox. The website was bursting with set-up guides, troubleshooting solutions, video demos and a great deal of other useful information; however, due to rapid expansion, finding specific information would soon be difficult. Microsoft knew that Support.Xbox.com needed an update to prevent issues and optimize the experience.
Working with Microsoft, we transformed Support.Xbox.com into an effective and resourceful experience. The renovations facilitated intuitive discovery of deep content and included relevant status updates on a user’s progress through the system. Additionally, the destination emitted a level of visual quality on par with the Xbox brand, rather than other technical sites that often lack aesthetic appeal.
Solution
In order to devise the most intuitive navigation system and most effective online assistance, we collaborated with our user-experience architects and Xbox’s most knowledgeable support experts. Knowing that most users visit help sites with some level of aggravation, it was important to identify the most common search topics so we could build direct pathways to each. Focusing the design and structure around the website’s navigation capabilities enabled our team to simplify the layout and enliven the support experience for users. The new, intuitive structure also gave us space to incorporate additional resources and features that would enhance the site’s functionality. For example, each troubleshooting page now includes a summary of key points, links to related content and the option to email or print the article directly from the site. As the project’s main objective was to maximize efficiency of Xbox’s online support system, it was important to offer gamers the ability to voice their opinions. By inserting a feedback section on each page, users could easily rate the article’s usefulness, offer suggestions for improvement and help direct future product and service iterations.
To ensure that Support.Xbox.com could adjust to future growth, it was rebuilt as an extensible site. With these changes in place, Xbox can constantly meet the needs of its consumers and maintain a best-in-class online technical support while building loyalty to the overall brand.
Results
Shortly after the launch, Microsoft indicated that Support.Xbox.com was doing extremely well.
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