Project Overview
PC Buddy is a desktop application concept designed to revolutionize tech support by providing users with valuable tips and tricks for self-support, alongside the option to connect with professional support technicians when needed. The project aimed to enhance the user experience by offering intuitive solutions to common tech-related issues, catering to both novice users seeking guidance and professionals seeking efficient support tools.
Background and Goals:
The product team believed there was an opportunity to enhance the tech support offerings our organization employed to allow users to find solutions faster and lower the number of calls to our tech support call center:
Understand our target personas’ most common tech support questions
Determine the simplest and most intuitive solution to guide users through the self-help process
Research Methodologies
Quantitative and Qualitative Analysis: I utilized a combination of quantitative data analysis and qualitative research methods to gain comprehensive insights into user needs and preferences.
Journey Mapping: Mapped the user journey from problem identification to resolution, identifying pain points and opportunities for improvement.
User Personas: Developed detailed user personas for both individuals seeking tech support and those providing it, enabling a deeper understanding of user motivations and behaviors.
User Testing: Conducted rigorous user testing against existing products in the marketplace to evaluate usability, functionality, and overall user satisfaction.
Survey of Tech Support Customers: Administered surveys to existing tech support customers to gather feedback on pain points, preferences, and desired features.
Records of Existing Customer Calls: Complied data detailing the most common reasons for customer calls, the frequency and duration of calls, and the projected cost reduction of reducing those call numbers
