AI Enhanced Support Platform

Hired to design an efficient single support system on Microsoft’s Dynamics 365 platform, my objective was to align the current sophomore application to the Fluent UX design system while integrating features from existing Microsoft support platforms. Offered as a unified platform standard with the added benefit of the Azure Data Lake, it now incorporates advanced artificial intelligence capabilities that enhance its functionality by quickly analyzing consumer queries, predicting issues before they arise, and providing personalized solutions. This AI-driven approach not only streamlines the support process but also improves overall user satisfaction by delivering timely and relevant assistance.

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I conducted 15 interviews with key Microsoft Support Agents all from various personas of the application. The primary learnings was that we needed to focus on quicker workflows. My studies proved that it was not ONLY the reduction of clicks, but a delicate balance of click reduction and page load times - deeper CLICKSTREAM ANALYSIS.

Heuristic Evaluation

Once I got our FIGMA templates in order I was able to quickly ideate new user workflows and UX recommendations. A longer term strategy was able to be reached, smaller Out of Box UI improvements via a better UX guidelines for PMs and a concentrated focus on the bigger picture Platform user experience improvements.

Areas of Focus

After performing a comprehensive evaluation of all of DfM’s major workflows, and leveraging Neilson-Norman’s 10 principles of UX Design, I’ve deduced that there are two areas of focus which should prove the most increase in user satisfaction per level of effort in the next few development cycles.

Platform Issues

  • Recognition and recall has been identified as a major lacking feature of this application. Many of the filtering efforts are lost after an Agent spends time to set up filtering. Many opportunities to create save functionality for saving filtering and improving the overall experience.

  • Athletics and Visual Design.

As I have been able to coach this team into understanding their fundamental underlying platform UX standards, our new UX team can continue to push for platform UX feature adds while becoming more aligned via the standards for the “Out of the Box” UX.

UX Standards

The standards set forth are meant to help the team understand when a Custom Development is needed vs. using the Dynamics 365 Out of the Box experience.

When we see opportunity to offer the feature as a platform OOB feature - we inject that into the more stringent development standards for an OOB feature. Our team (SXG) will develop certain Custom Developments, and then submit that code for Dynamics Product upgrade.