2022 - present
Digital Support Experience
Problem: GE HealthCare’s website did not provide a reliable, consolidated starting point for visitors looking for digital customer support.
How could we deliver digital customer support that is the same level of quality as GEHC’s famous equipment service support?
Concept Work: This project brought the opportunity to develop a new concept, refine it, and oversee its implementation.
To begin, I partnered with the product manager and another visionary UX designer on my team. We brainstormed and sketched both together and separately to produce a flexible, high-level vision for a digital customer support experience that would match GE HealthCare’s reputation for top-tier service.
I produced the model pictured here as a way to communicate my thoughts on how our concept would integrate into the existing digital ecosystem.
Making It Real: Once the long-term vision was in place, I worked to bridge the gap between it and the existing support experience. This included referencing the concept sketches, the design system being used for the rest of the website, and understanding feasibility (both technologically and financially).
I produced early mockups, tested them using tools like Eyequant, and iterated to produce designs that the development team could use to carry out the first steps of our long-term plan.
Getting time with actual customers for research was difficult, so to inform design decisions, I conducted internal usability sessions with colleagues who were unfamiliar with the website.
Progress Continues: Since its implementation, the submission of online service requests has increased significantly and I’ve begun design work on future iterations.
These new designs include elements that bring the project in closer line with the original concepts we developed at the beginning.