Overview
Intel’s global support site served millions of users across dozens of regions and languages, but the experience was fragmented, inconsistent and difficult to maintain. Each business group had its own content structures and tools, leading to confusion for users and inefficiency for internal teams.
I led the redesign of Intel’s contact experience to create a unified, scalable system that worked across 12 languages, all device types and all Intel business units. The result: a cohesive, accessible and maintainable solution that simplified support for users and content managers alike.
My Role
Lead Product Designer on DX Team
I owned the end-to-end UX, from research through design systems implementation, partnering closely with the support team, product owners, engineers and localization teams. I defined the design vision, created prototypes, led usability validation and ensured alignment across Intel’s global product ecosystem.
The Problem
Intel’s support platform had evolved through years of siloed development, resulting in:
Inconsistent layouts, navigation and terminology across regions
Accessibility and localization challenges
High maintenance overhead for internal teams
Users struggling to find or trust support information
We needed a unified experience that could scale globally, improving findability, reducing support costs and aligning the user experience with Intel’s brand and accessibility standards.
What actually happened
Mapped the problem before solving it
Created a journey map of all 7 entry points to visualize where users were dropping off. Ran usability tests watching someone with a screen reader struggle through our forms made the problems undeniable for stakeholders.
Wireframed for simplicity
Early concepts tried to accommodate every department's requirements. Too complex. I tested a different approach: progressive disclosure that asked simple questions upfront, then revealed relevant options.
Prototyped and tested across Intel’s ecosystem
Built high-fidelity prototypes and tested them across regions, devices, and user types. Partnered with engineering and localization teams to validate accessibility, scalability, and multilingual behavior early in the process—reducing rework during development.
Defined standards for accessibility and design consistency
Collaborated with Intel’s accessibility and brand governance teams to ensure WCAG 2.1 AA compliance, color contrast consistency and component-level accessibility baked into the system. This became the model for other teams adopting Intel’s new global design system.
Launched the first Intel.com experience using the new design system
Partnered with engineering to integrate components into Adobe Experience Manager and establish governance for reuse across future Intel.com initiatives. This served as the proof point for scaling the Atomic Design System enterprise-wide.
Results
Roughly 50% increase in monthly case deflection through clearer information hierarchy and simplified user flows
System adopted globally across Intel business units, reducing redundant templates by 70%
Improved accessibility and localization efficiency through reusable, standards-based components
Set the foundation for Intel’s next-generation support experiences
What I learned
Enterprise-scale design success depends on systems thinking, cross-functional alignment and ruthless clarity.
This project reinforced the value of aligning design and engineering from day one, testing early and proving impact through measurable outcomes, not just visual polish.
Have a design challenge? I'd love to help solve it.
Overview
Intel’s global support site served millions of users across dozens of regions and languages, but the experience was fragmented, inconsistent and difficult to maintain. Each business group had its own content structures and tools, leading to confusion for users and inefficiency for internal teams.
I led the redesign of Intel’s contact experience to create a unified, scalable system that worked across 12 languages, all device types and all Intel business units. The result: a cohesive, accessible and maintainable solution that simplified support for users and content managers alike.
My Role
Lead Product Designer on DX Team
I owned the end-to-end UX, from research through design systems implementation, partnering closely with the support team, product owners, engineers and localization teams. I defined the design vision, created prototypes, led usability validation and ensured alignment across Intel’s global product ecosystem.
The Problem
Intel’s support platform had evolved through years of siloed development, resulting in:
Inconsistent layouts, navigation and terminology across regions
Accessibility and localization challenges
High maintenance overhead for internal teams
Users struggling to find or trust support information
We needed a unified experience that could scale globally, improving findability, reducing support costs and aligning the user experience with Intel’s brand and accessibility standards.
What actually happened
Mapped the problem before solving it
Created a journey map of all 7 entry points to visualize where users were dropping off. Ran usability tests watching someone with a screen reader struggle through our forms made the problems undeniable for stakeholders.
Wireframed for simplicity
Early concepts tried to accommodate every department's requirements. Too complex. I tested a different approach: progressive disclosure that asked simple questions upfront, then revealed relevant options.
Prototyped and tested across Intel’s ecosystem
Built high-fidelity prototypes and tested them across regions, devices, and user types. Partnered with engineering and localization teams to validate accessibility, scalability, and multilingual behavior early in the process—reducing rework during development.
Defined standards for accessibility and design consistency
Collaborated with Intel’s accessibility and brand governance teams to ensure WCAG 2.1 AA compliance, color contrast consistency and component-level accessibility baked into the system. This became the model for other teams adopting Intel’s new global design system.
Launched the first Intel.com experience using the new design system
Partnered with engineering to integrate components into Adobe Experience Manager and establish governance for reuse across future Intel.com initiatives. This served as the proof point for scaling the Atomic Design System enterprise-wide.
Results
Roughly 50% increase in monthly case deflection through clearer information hierarchy and simplified user flows
System adopted globally across Intel business units, reducing redundant templates by 70%
Improved accessibility and localization efficiency through reusable, standards-based components
Set the foundation for Intel’s next-generation support experiences
What I learned
Enterprise-scale design success depends on systems thinking, cross-functional alignment and ruthless clarity.
This project reinforced the value of aligning design and engineering from day one, testing early and proving impact through measurable outcomes, not just visual polish.
Overview
Intel’s global support site served millions of users across dozens of regions and languages, but the experience was fragmented, inconsistent and difficult to maintain. Each business group had its own content structures and tools, leading to confusion for users and inefficiency for internal teams.
I led the redesign of Intel’s contact experience to create a unified, scalable system that worked across 12 languages, all device types and all Intel business units. The result: a cohesive, accessible and maintainable solution that simplified support for users and content managers alike.
My Role
Lead Product Designer on DX Team
I owned the end-to-end UX, from research through design systems implementation, partnering closely with the support team, product owners, engineers and localization teams. I defined the design vision, created prototypes, led usability validation and ensured alignment across Intel’s global product ecosystem.
The Problem
Intel’s support platform had evolved through years of siloed development, resulting in:
Inconsistent layouts, navigation and terminology across regions
Accessibility and localization challenges
High maintenance overhead for internal teams
Users struggling to find or trust support information
We needed a unified experience that could scale globally, improving findability, reducing support costs and aligning the user experience with Intel’s brand and accessibility standards.
What actually happened
Mapped the problem before solving it
Created a journey map of all 7 entry points to visualize where users were dropping off. Ran usability tests watching someone with a screen reader struggle through our forms made the problems undeniable for stakeholders.
Wireframed for simplicity
Early concepts tried to accommodate every department's requirements. Too complex. I tested a different approach: progressive disclosure that asked simple questions upfront, then revealed relevant options.
Prototyped and tested across Intel’s ecosystem
Built high-fidelity prototypes and tested them across regions, devices, and user types. Partnered with engineering and localization teams to validate accessibility, scalability, and multilingual behavior early in the process—reducing rework during development.
Defined standards for accessibility and design consistency
Collaborated with Intel’s accessibility and brand governance teams to ensure WCAG 2.1 AA compliance, color contrast consistency and component-level accessibility baked into the system. This became the model for other teams adopting Intel’s new global design system.
Launched the first Intel.com experience using the new design system
Partnered with engineering to integrate components into Adobe Experience Manager and establish governance for reuse across future Intel.com initiatives. This served as the proof point for scaling the Atomic Design System enterprise-wide.
Results
Roughly 50% increase in monthly case deflection through clearer information hierarchy and simplified user flows
System adopted globally across Intel business units, reducing redundant templates by 70%
Improved accessibility and localization efficiency through reusable, standards-based components
Set the foundation for Intel’s next-generation support experiences
What I learned
Enterprise-scale design success depends on systems thinking, cross-functional alignment and ruthless clarity.
This project reinforced the value of aligning design and engineering from day one, testing early and proving impact through measurable outcomes, not just visual polish.
Overview
Intel’s global support site served millions of users across dozens of regions and languages, but the experience was fragmented, inconsistent and difficult to maintain. Each business group had its own content structures and tools, leading to confusion for users and inefficiency for internal teams.
I led the redesign of Intel’s contact experience to create a unified, scalable system that worked across 12 languages, all device types and all Intel business units. The result: a cohesive, accessible and maintainable solution that simplified support for users and content managers alike.
My Role
Lead Product Designer on DX Team
I owned the end-to-end UX, from research through design systems implementation, partnering closely with the support team, product owners, engineers and localization teams. I defined the design vision, created prototypes, led usability validation and ensured alignment across Intel’s global product ecosystem.
The Problem
Intel’s support platform had evolved through years of siloed development, resulting in:
Inconsistent layouts, navigation and terminology across regions
Accessibility and localization challenges
High maintenance overhead for internal teams
Users struggling to find or trust support information
We needed a unified experience that could scale globally, improving findability, reducing support costs and aligning the user experience with Intel’s brand and accessibility standards.
What actually happened
Mapped the problem before solving it
Created a journey map of all 7 entry points to visualize where users were dropping off. Ran usability tests watching someone with a screen reader struggle through our forms made the problems undeniable for stakeholders.
Wireframed for simplicity
Early concepts tried to accommodate every department's requirements. Too complex. I tested a different approach: progressive disclosure that asked simple questions upfront, then revealed relevant options.
Prototyped and tested across Intel’s ecosystem
Built high-fidelity prototypes and tested them across regions, devices, and user types. Partnered with engineering and localization teams to validate accessibility, scalability, and multilingual behavior early in the process—reducing rework during development.
Defined standards for accessibility and design consistency
Collaborated with Intel’s accessibility and brand governance teams to ensure WCAG 2.1 AA compliance, color contrast consistency and component-level accessibility baked into the system. This became the model for other teams adopting Intel’s new global design system.
Launched the first Intel.com experience using the new design system
Partnered with engineering to integrate components into Adobe Experience Manager and establish governance for reuse across future Intel.com initiatives. This served as the proof point for scaling the Atomic Design System enterprise-wide.
Results
Roughly 50% increase in monthly case deflection through clearer information hierarchy and simplified user flows
System adopted globally across Intel business units, reducing redundant templates by 70%
Improved accessibility and localization efficiency through reusable, standards-based components
Set the foundation for Intel’s next-generation support experiences
What I learned
Enterprise-scale design success depends on systems thinking, cross-functional alignment and ruthless clarity.
This project reinforced the value of aligning design and engineering from day one, testing early and proving impact through measurable outcomes, not just visual polish.
Overview
Intel’s global support site served millions of users across dozens of regions and languages, but the experience was fragmented, inconsistent and difficult to maintain. Each business group had its own content structures and tools, leading to confusion for users and inefficiency for internal teams.
I led the redesign of Intel’s contact experience to create a unified, scalable system that worked across 12 languages, all device types and all Intel business units. The result: a cohesive, accessible and maintainable solution that simplified support for users and content managers alike.
My Role
Lead Product Designer on DX Team
I owned the end-to-end UX, from research through design systems implementation, partnering closely with the support team, product owners, engineers and localization teams. I defined the design vision, created prototypes, led usability validation and ensured alignment across Intel’s global product ecosystem.
The Problem
Intel’s support platform had evolved through years of siloed development, resulting in:
Inconsistent layouts, navigation and terminology across regions
Accessibility and localization challenges
High maintenance overhead for internal teams
Users struggling to find or trust support information
We needed a unified experience that could scale globally, improving findability, reducing support costs and aligning the user experience with Intel’s brand and accessibility standards.
What actually happened
Mapped the problem before solving it
Created a journey map of all 7 entry points to visualize where users were dropping off. Ran usability tests watching someone with a screen reader struggle through our forms made the problems undeniable for stakeholders.
Wireframed for simplicity
Early concepts tried to accommodate every department's requirements. Too complex. I tested a different approach: progressive disclosure that asked simple questions upfront, then revealed relevant options.
Prototyped and tested across Intel’s ecosystem
Built high-fidelity prototypes and tested them across regions, devices, and user types. Partnered with engineering and localization teams to validate accessibility, scalability, and multilingual behavior early in the process—reducing rework during development.
Defined standards for accessibility and design consistency
Collaborated with Intel’s accessibility and brand governance teams to ensure WCAG 2.1 AA compliance, color contrast consistency and component-level accessibility baked into the system. This became the model for other teams adopting Intel’s new global design system.
Launched the first Intel.com experience using the new design system
Partnered with engineering to integrate components into Adobe Experience Manager and establish governance for reuse across future Intel.com initiatives. This served as the proof point for scaling the Atomic Design System enterprise-wide.
Results
Roughly 50% increase in monthly case deflection through clearer information hierarchy and simplified user flows
System adopted globally across Intel business units, reducing redundant templates by 70%
Improved accessibility and localization efficiency through reusable, standards-based components
Set the foundation for Intel’s next-generation support experiences
What I learned
Enterprise-scale design success depends on systems thinking, cross-functional alignment and ruthless clarity.
This project reinforced the value of aligning design and engineering from day one, testing early and proving impact through measurable outcomes, not just visual polish.