Problem Definition: Data showed that customers were sending in their Surface devices for issues that could be resolved remotely either by running the Surface diagnostic toolkit or by talking with a Microsoft Support Agent. Some issues could also be resolved if the customer could bring in their device to a Microsoft Store.

Research Insights: Studies conducted by the research team found out that the Surface diagnostic toolkit was not easily discoverable on the website. For the issues that required the device to be checked in person, the process of making an in-store appointment or creating an online service order could be improved.

Target Audience: Anyone who owns a Microsoft Surface device. Customers can be the general public (students and professionals) as well as corporate buyers.

My Role: I collaborated with the Program Manager to understand the existing process of getting the device repaired. During our explorations, we discovered that issues could be categorized into four different types [issues that could be resolved by (1) running the Surface Diagnostic Toolkit, (2) contacting a Microsoft Support Agent, (3) making an in-store appointment at a Microsoft Store, and (4) sending in the device to a Microsoft repair center]. My focus for this release was to refine the process of creating an online service order. I created the wireframes and the visual design comps for both the desktop and the mobile version.