Enterprise Worksurface enables support agents to document a customer's problem and manage the entire case from start to finish.

Goal: Give Microsoft Support Agents the ability to access information that is relevant and in context when they are working on a case to resolve issues for enterprise customers.

Constraints: This was a complex project from an engineering point of view and had a long development timeline. I worked on the first version of this project with the following constraints

• A support case is currently made up of problems and tasks, and this structure must be maintained.

• Support agents must be able to accept, reject, or transfer a case.

• They should also be able to delegate parts of a case to other agents.

• Support agents use many tools while working on a case. We must provide access to these tools in a seamless manner via the platform

Target Audience: Microsoft Support Agents who provide support for Microsoft Technologies to enterprise customers

My Role: On this project, I got the opportunity to observe Microsoft Support Agents in action working on cases. Although the UX researcher was the one interviewing and taking notes, I learnt a lot from direct observation.

I collaborated with multiple Program Managers for different feature sets. Creating and presenting rough mockups to all program managers on a weekly basis was the best way to keep everyone on the same page and identify conflicting issues early on in the process.

I refined workflows, created wireframes and prototypes for all the key scenarios for the first version of this project. Some of the scenarios I worked on are: Accept or Reject a case, Transfer the case to another agent or queue, Add labor for a single item or add labor in bulk, Document the case, Create a new case, a new problem, & a new task, Complete a task, close a problem, & close a case.

I created the final visual design comps and redline specs for the entire experience based on the Microsoft visual design guidelines.