IBM Support

Experience Design + Strategy

IBM offers support across its 100+ products via various portals and channels.

One of the first projects I worked on at IBM involved addressing the fragmented support ecosystem. Customers often had multiple products and would need to go through separate channels in IBM’s multi-tiered structure, causing frustration and confusion. On the support side, engineers struggled to gain enough context into a customer’s issue in order to effectively resolve it. These pain-points informed a product concept and roadmap that was presented to IBM leadership to garner stakeholder support and investment in a streamlined customer and engineer experience.

Role: I worked with four other designers and two product managers to research, concept, design, and develop a roadmap for a centralized support offering.

Key results

Investment in the Salesforce Service Cloud in order to leverage their knowledge and ticket management system, and omni-channel capabilities.

Allowed IBM to retire many siloed and duplicated support channels and technologies.

Investment in resourcing a design and engineering team dedicated to continuously improving IBM's support experience and implementing the product roadmap.