Bluemix Support IBM
User Experience & Digital Design (Desktop, Tablet, Mobile) — Case Study
Project Description

I joined Bluemix in May of 2015 to a new team focused on Discover, Try and Buy. We wanted to figure out how to best get users in the door of the product and make their lives easier in the long run. But one of the biggest annoyances for most of our users was the fact that we lacked adequate means to give them support. Users were not sure on how to contact sales, how to go about submitting a support ticket, nor were they able to understand the external support options.

So that was our first task on our newly formed team, how to make a more delightful, user-friendly way to submit a support ticket, find information on our docs site and the Stack Overflow site, as well as contact support.

Below is where we started, some initial research and wireframes done months prior to me joining the team, sketches on new ideas, and the final results.

The initial state of Support for a Bluemix user
old support
Originally External Developer Community Site with Support Link
old support
Original Support Tab via External Developer Community Site
old support
Contact Page via hard to find link at the footer of the homepage
Finding a better solution for support

A lot of the initial research, wireframing and brainstorming was done by Daniel early on, I only joined after he'd been put onto another project. Using his wireframes and research as a catalyst for identifying the best way to build out a support tool, I started with sketching and initial ideation based on his initial intent.

The goal for this pane was to open initially from the bottom right, and just be a support tool. After talking to a few developers around the studio I wanted to make this system more robust and something that could grow with the product.

Daniel's Wireframes
Daniel's initial wireframes
Daniel's Wireframes
Daniel's initial wireframes
Daniel's Wireframes
Daniel's initial wireframes
Growing upon the initial concept

I took what Daniel had proposed, and grew it to encompass more aspects than just filing a support ticket. We added a notification section, the ability to quickly toggle between the user's orgs and spaces, search docs and Stack Overflow and submit a support ticket or contact sales directly within a small side panel.

Images of Sketching
Initial interaction sketchs for how the pane would open
Images of Sketching
Building out the home pane and thinking of how you'd get around
Images of Sketching
Starting to map the internal panes and usage
Final Result
Support High Fedelity Design
Final Support Designs
Support High Fedelity Design
Support Widget Home Pane within the Bluemix UI
Support High Fedelity Design
Creating a Ticket within the Bluemix UI
Gif of the pane opening
Screen recording of pane opening from header
Gif of the search feature
Screen recording of searching Docs and Stack Overflow
External Support

And lastly with the initial success of support within the product, we where asked to create a standalone site that would act as a way for users who happen to not be within the product to submit support tickets. And as with most projects, we continue to iterate on the internal support pane to give it more value, more use and an overall better experience.

Support High Fedelity Design