Self Serve

🫡 role: Director of Product Design Led cross-discipline team across product strategy, research and design as a hands-on mentor

Ozmo Self Support overview

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  Ozmo's library view is a starting point of disambiguation for a consumer.

  This product generally starts users off at a library of devices and apps, where they can browse or search based on their preference. Conveniently, the product provides data driven and personalized portrayals of common devices for consumers to easily find the device they're looking for technical support for.

  While this walk-through presents the solution as cohesive, Self Support was often woven into our Customers' Support Ecosystems - meaning it had to be componentized and highly configurable through integration services that my team and I operated within as consultants.

• Short demo video of Ozmo's Self Support platform

  Recently, I led the introduction of a Conversational Support Assistant within Self Support as a helpful pattern for aiding users in finding helpful solutions.

Key features & capabilities

The Device Landing Page

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  This view encompasses and portrays all relevant content for a particular device or app

  Once a device or app has been selected, a consumer will find themselves here. This view provides them with a searchable and browsable experience to explore all content relevant to the selected product.

  Beyond being able to look for and find the right content, I shifted the product towards using data to present and emphasize current trending topics and articles.

  Ozmo also offers a Common Issues & Fixes section at this point, highlighting common call drivers and vetted solution steps across several tutorials.

• Tutorials

  

  Ozmo's tutorial experience was an area of focus that I led my team through extensive research, iterative solutioning, and validatitive testing. This content is often a building block throughout Ozmo products, so it was critical that the tutorial experience was simple, intuitive, compact and responsive.

  Here the user can easily view all the steps and skip ahead if they desire.

• Tours

  

  The full experience shown on the left and a mobile-responsive format shown on the right.

  Similar to our tutorial content, Tour content is available for each device. This content helps a user explore the physical features and form of a given device, with learning and troubleshooting opportunities woven into respective points of interest.

• Conversational AI

  

  A mobile sized view of our conversational experience.

  I identified an initial opportunity to introduce AI into the Self Serve product, bringing the first instance of problem-first oriented troubleshooting into the experience. This aided users in disambiguating their issue while also finding the most relevant answer, leading to 400% more answers delivered.

  → View a deep dive on the Conversational Support Assistant feature.