Microsoft Special Engineering Group (MSEG)
Client interviews, personas, usability studies
I was brought on to the Service Desk project after several months of planning by senior designers. Given an extensive style guide form which to work, I collaborated with Microsoft’s internal development team to iterate on new designs for core portions of the Service Desk experience, including Insights for management and Knowledge Base to help agents solve customer issues. I established the needs of users in both agent and leadership roles and defined clear UI paths to accomplish primary goals in less time, leading to better management of agent labor.