matkinsart

Kindle Troubleshooter

The Challenge

Customer: Customer Service Agents

Role: UX and UI Designer

To help customers with their Kindle devices agents have to first use the Troubleshooter to find the best solution for a problem. The experience for the agents was time consuming and not easy to backtrack to quickly troubleshoot device issues.

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The Solution

The goal of the redesign was to allow agents to easily backtrack during troubleshooting, surface the appropriate recommendations, and make navigating to the correct workflow.

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Click-through

View PDF click-through

To present the workflows to stakeholders I created a click-through in order to communicate the redesign and it's flow.

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Documentation

View PDF Document

After feedback from reviews the document was created to communicate the new design to developers, agents, and other stakeholders.

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