Steve Lindgren
Buidling a support system that promotes better self service
Worked with the Customer Experience team to develop the platform of self-support services for Dropbox users and eventually lead the team to create a premium service for support that turned the CX department into an income generating team.
The first quarter of my contract was spent working with the team to gain a clear understanding of the problem set (and not just focus on the potential solutions handed down by leadership). I also pushed for more research, testing, and analytics that would help us illustrate our impact on the work that we were doing - so we could focus on shipping product features that users wanted (today) instead of what leadership thought they wanted.
I used high-fidelity prototypes in code and storytelling to explain my ideas and strategies to leadership and that allowed our team to align under a new vision of where we wanted to go.
Audited the business to figure out its current state to see which problems needed to be fixed.
Researched and collected feedback from employees and customers.
Synthesized research & findings into insights, opportunities, and a product plan
Designed a system that would save time and keep the team more consistent through templates and reusable components. The team could move faster with higher quality of work.
Created a documentation manual that explained each step of the project. It also helps the engineering team understand the technical requirements for the user experience.
Design product experiences through research, ideation, implementation and testing
Work closely with the product & engineering teams to manage the process and work towards the final product: premium support
Communicate design decisions to engineers, product owners and leadership so that everyone can be on the same page moving forward
Define and monitor analytics based on the project performance indicators
