Deliverables
Content Planning
Digital Strategy
Information Architecture
Technical Illustration
User Experience
The Challenge
Over the course of several releases, Microsoft’s Xbox support pages had evolved into a loose collection of long, text-heavy pages geared towards early-adopter gamers with above-average technical fluency. But, the advent of Kinect promised to bring with it an influx of casual gamers who’d be potentially overwhelmed by the volume and density of these pages and, in turn, flood call centres.
Microsoft needed to up its service game and quickly architect a wholly new experience at support.xbox.com.
Insights
As the popularity of gaming consoles grew beyond the hardcore gamer audience, the Xbox community quickly became populated with more family-centric, non-expert audiences. The new support experience needed to serve the core gamer’s taste for explicit technical detail while keeping the experience simple and friendly for the newcomer audiences.
BORN SOCIAL
Core Xbox customers are social creatures, playing together and helping each other to resolve their technical issues on their own.
LESS TECHNICAL SUPPORT
Support materials that were technically thorough, but hopelessly dense put Microsoft’s new, less tech-savvy audience at a disadvantage for self-support.
Solution
PUTTING CONTENT CLARITY FIRST
Over the course of several releases, Microsoft’s Xbox support pages had evolved into a loose collection of long, text-heavy pages geared towards early-adopter gamers with above-average technical fluency. But, the advent of Kinect promised to bring with it an influx of casual gamers who’d be potentially overwhelmed by the volume and density of these pages and, in turn, flood call centres.
Microsoft needed to up its service game and quickly architect a wholly new experience at support.xbox.com.
Over the course of several releases, Microsoft’s Xbox support pages had evolved into a loose collection of long, text-heavy pages geared towards early-adopter gamers with above-average technical fluency. But, the advent of Kinect promised to bring with it an influx of casual gamers who’d be potentially overwhelmed by the volume and density of these pages and, in turn, flood call centres.
Microsoft needed to up its service game and quickly architect a wholly new experience at support.xbox.com.
Support Site Redesign
Core Xbox customers are social creatures, playing together and helping each other to resolve their technical issues on their own.
Over the course of several releases, Microsoft’s Xbox support pages had evolved into a loose collection of long, text-heavy pages geared towards early-adopter gamers with above-average technical fluency. But, the advent of Kinect promised to bring with it an influx of casual gamers who’d be potentially overwhelmed by the volume and density of these pages and, in turn, flood call centres.
Microsoft needed to up its service game and quickly architect a wholly new experience at support.xbox.com.
Leading Customers To Quick Answers
Core Xbox customers are social creatures, playing together and helping each other to resolve their technical issues on their own.
Over the course of several releases, Microsoft’s Xbox support pages had evolved into a loose collection of long, text-heavy pages geared towards early-adopter gamers with above-average technical fluency. But, the advent of Kinect promised to bring with it an influx of casual gamers who’d be potentially overwhelmed by the volume and density of these pages and, in turn, flood call centres.
Microsoft needed to up its service game and quickly architect a wholly new experience at support.xbox.com.
Result
Over the course of several releases, Microsoft’s Xbox support pages had evolved into a loose collection of long, text-heavy pages geared towards early-adopter gamers with above-average technical fluency. But, the advent of Kinect promised to bring with it an influx of casual gamers who’d be potentially overwhelmed by the volume and density of these pages and, in turn, flood call centres.
Microsoft needed to up its service game and quickly architect a wholly new experience at support.xbox.com.
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