Device Inventory (tablet) and Intro Page (mobile)
Device selection
Service Fulfillment Options

Best Buy

Self-Diagnosis


Self-Diagnosis is a fully responsive microsite embedded in BestBuy.com to help customers self-assess issues with their devices. The system uses two facets of artificial intelligence: machine learning and automated handling, leveraging existing data from Geek Squad's twenty-five years of call transcripts and troubleshooting models.


Objective

Reduce call volume to tech support

Results

Test users quickly identified the purpose of the application; to save time,  reduce call volume and encourage self-service. Most participants were not initially aware that Best Buy did computer repair.

The reactions among test users was largely positive. The length of the interaction was considered appropriate and easy to complete, although some participants found the outcomes predictable and "surface level” and expected more in the way of pricing and timing options. However, the majority found it helpful and a definite improvement.

About 80% of users who tested it said they would use the feature in real-life—a win win for Best Buy and the customer experience.


Live Links

Self-Diagnosis (Select "Computer")

Goals

Awareness, Productivity, Engagement, Sales

Research Methodologies

  • Competitive Analysis (Services Team)
  • Competitive Analysis (as a company)
  • Field Studies with Geek Squad Agents
  • Customer Interviews
  • Unmoderated Remote Usability (Desktop and Mobile)
  • "Walk the Wall" / Heuristics
  • Dot Voting
  • Usability Analysis

Comparable Products

HelloTech, Ifixit.com, Microsoft Fix It, Virtuwell

Deliverables

Decision Tree, Technical/API Map, Copy Deck, Wireflows,
High-Fidelity Design for Mobile and Desktop

Team

Tech Support/Engineering Lead, UX/UI Lead (myself), UX Research Lead, Business Analyst, Copywriter, Information Architect

Challenges

Many overlapping Product Owners resulted in communication challenges about what content would be available at launch. Once a technically-saavy BA was engaged the linking APIs (like DIY and troubleshooting databases, etc) were clearer to myself and the development team, and we could shape the content. The copywriter was challenged with brand voice and conversational design (I supplemented with conversational design study, and conversational structures). Overall the team and company had limited experience with interactions.

Next Steps

  • Taxonomy Study
  • Auto-Authentication
  • Analytics Analysis
  • Device Auto-recognition
  • Improve DIY and troubleshooting databases
  • Link appropriate paths to Geek Squad Chat
  • Add pricing and timing estimates
  • Estimate current product's value
  • Revisit UI module for standalone use
  • Reduce login friction
  • Improve fluency of conversational design

Supporting Artifacts

Microinteractions Study.pdf
Conversational Design Study.pdf
Services Baseline Study.pdf
Usability Results.pdf
API Tech Flow.pdf
MVP Question Framework.xls
Dot Voting.jpg

Vendor Portal Landing Page
Vendor Apps, Training Schedules

Best Buy

Partner Portal


The Best Buy Partner Portal is a web-based application that allows partners (like distributors, resellers service providers and other strategic partners) access to product registration, marketing resources, pricing and sales tools.


Objective

Streamline an organically-grown system into a modernized, partner-focused architecture.

Stakeholder Feedback

"When Dan joined my project, I didn't realize how lucky I was. His insight, direction, sense of urgency, quick turnaround, long term vision and overall calm demeanor was invaluable. I would be honored to have him work on my site again and was so impressed with him."
Sarah Ailabouni, PHR
Senior Manager of Strategic Communication and Engagement - Digital and Technology at Best Buy

Live Links

Partner Portal (limited access)

Goals

Productivity, Communication, Engagement, Loyalty

Research Methodologies

Given the size of the company, breadth of the project as well as the tremendous amount of vendors, our first layer of users were internal—content creators and the vendor support team, who would be creating content, applications and dealing with vendors daily using the platform. They were also the best resource to build a portal that would work "80%" of the time. Outlier actions would be improvised outside the system.

  • Content Analysis
  • Stakeholder Interviews
  • Content Team Interview
  • Vendor Support Team Interviews

Comparable Products

Alibaba Seller Channel, Ford Supplier Network,
Microsoft Commercial Partner Network

Team

Business Analyst Lead, Liferay Engineer, UX/UI Designer (myself)

Technology

Liferay DEX Platform and Lexicon Design System

Deliverables

Wireframes, High-Fidelity Responsive Design, Design System and Custom Assets, Style Standards

Challenges

Not many. We moved fast, met daily and delivered daily. Having exposure to the SME and developer daily resulted in fast and correct work. One stakeholder did continually push for more features, but the BA Lead kept scope in check, and had a precise understanding of the agreed requirements. Design iteration and testing were limited to none due to an aggressive timeline. My understanding of Liferay's capabilities was initially limited, but I'd discovered Lexicon, a design system and assets for Liferay. That sped my work and closed up the dev/UX communication gap quickly.

Next Steps

  • Vendor Interviews
  • Usability testing for Home Page + Primary Navigation
  • Analytics Analysis
  • Leverage IoT to allow data sharing of merchants' products' data with Best Buy's customer inventory

Supporting Artifacts

Lexicon Design Library
Previous design screenshots.pdf

Best Buy

Services Baseline Study


While on the Digital Services team at Best Buy, our team conducted a Services Baseline Study. We looked to understand how our current experience fared against similar-scaled companies like Amazon and Sears, and compared to nimble specialists like the start-up HelloTech.

Objective

Understand what we were doing right and wrong in the field of electronic repair services

Results

While we found Sears and Best Buy very closely rated in ease of use, and Best Buy had a slight edge in user confidence within the scheduling component. Both Sears and Best Buy services were very difficult to find, whereas no test subjects were able to find Amazon's services component.

As expected, the HelloTech experience was superior, given their only task for users was to estimate and schedule. We also found hesitation across all platforms when it came to taxonomy, as well frustration when there was a need to create an account to get an estimate or schedule a repair.


Live Links

Service Scheduling
Services Baseline Study.pdf

Goals

Awareness, Productivity, Communication, Engagement, Loyalty, E and M-Commerce

Research Methodologies

  • Moderated Usability Testing
  • Usability Analysis

Comparable Services

Amazon Computer Repair, HelloTech, Sears Appliance Repair

Deliverables

High-Fidelity Prototypes (Desktop and Mobile), Executive Summary, Supercut of Usability Findings

Team

Senior UX Manager, Research Lead, Junior Researcher, Two UX Designers (including myself), Information Architect, Copywriter

Next Steps

After baseline testing, we were able to cite this study explaining our UX rationale on iterations and new service-related products.

Supporting Artifacts

Initial Key Observations.pdf