Unified Support Ecosystems

Creating Seamless Entry Points for High-Stakes Customer Resolution.

Unified Support Ecosystems

Creating Seamless Entry Points for High-Stakes Customer Resolution.

Unified Support Ecosystems

Creating Seamless Entry Points for High-Stakes Customer Resolution.

Unified Support Ecosystems

Creating Seamless Entry Points for High-Stakes Customer Resolution.

Unified Support Ecosystems

Creating Seamless Entry Points for High-Stakes Customer Resolution.

Key Achievements

Reduced Drop-Off by 38%

Cut form abandonment through conditional logic, progressive disclosure and unified entry points across Intel's global support site.

Unified 5 Systems Into One Experience

Integrated AI chat, live agent and self-help resources into a single entry point, reducing navigation time by 35%.

Achieved 100/100 Accessibility Score

Delivered WCAG 2.1 AA compliant design with full screen reader support, improving test performance by 60% for 300M+ users.

Key Achievements

Reduced Drop-Off by 38%

Cut form abandonment through conditional logic, progressive disclosure and unified entry points across Intel's global support site.

Unified 5 Systems Into One Experience

Integrated AI chat, live agent and self-help resources into a single entry point, reducing navigation time by 35%.

Achieved 100/100 Accessibility Score

Delivered WCAG 2.1 AA compliant design with full screen reader support, improving test performance by 60% for 300M+ users.

Key Achievements

Reduced Drop-Off by 38%

Cut form abandonment through conditional logic, progressive disclosure and unified entry points across Intel's global support site.

Unified 5 Systems Into One Experience

Integrated AI chat, live agent and self-help resources into a single entry point, reducing navigation time by 35%.

Achieved 100/100 Accessibility Score

Delivered WCAG 2.1 AA compliant design with full screen reader support, improving test performance by 60% for 300M+ users.

Context

Intel's global support site served millions of users across dozens of regions and languages. The experience was fragmented, inconsistent and difficult to maintain. Each business group had its own content structures and tools. This led to confusion for users and inefficiency for internal teams.

Role & Scope

Role: Senior Product Designer, Design Systems Lead for Digital Experiences at Intel

Platform: Web (responsive), global support for Intel.com

Collaboration: Support team, product owners, engineers, localization teams

I led the end-to-end UX from research through design systems implementation. I defined the design vision, created prototypes, led usability testing and ensured alignment across Intel's global product ecosystem.

Design Constraints

Inconsistent layouts across regions: Navigation and terminology changed depending on region. Users couldn't predict what they would find.

Accessibility and localization challenges: Support forms excluded screen reader users. Localization teams struggled with dozens of different templates across 12 languages.

High maintenance overhead: Internal teams spent excessive time maintaining separate systems. Each business group had customized the contact flow differently.

Users struggling to trust the system: Seven different entry points to contact support. No clear path to the right resource. High drop-off rates.

My Approach

Action-Driven Discovery

Created a journey map of all seven entry points to visualize where users were dropping off. Ran usability tests. Watching someone with a screen reader struggle through forms made the problems undeniable for stakeholders.

Conversation as Guided Navigation

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 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. This reduced rework during development.

Defined Standards for 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 First Experience Using New Design System

Partnered with engineering to integrate components into Adobe Experience Manager. Established governance for reuse across future Intel.com initiatives. This served as the proof point for scaling Atomic Design System enterprise-wide.

Detailed Results

38% reduction in form drop-offs through simplified flows and progressive disclosure.

50% increase in monthly case deflection via clearer information hierarchy and self-help paths.

100/100 accessibility score with full WCAG 2.1 AA compliance and screen reader support.

35% reduction in navigation time by consolidating 7 entry points into one unified experience.

70% reduction in redundant templates across business units through design system adoption.

First Intel.com experience using the new Atomic Design System, establishing the proof point for enterprise-wide scaling.

Key Takeaways for the Future

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 matters more than visual polish. Watching real users struggle with accessibility made stakeholders champions of the redesign.

Progressive disclosure beats showing everything at once. Users prefer answering a few simple questions over parsing complex forms. The key is asking the right questions in the right order.

Component libraries only succeed if teams actually use them. Making components easy to find, well-documented and genuinely better than custom solutions drove adoption across business units.

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When systems break, teams slow down.

I work across UX, architecture and content to prevent fragmentation and help organizations move faster with confidence.

Share Your Design Challenge

My Approach

Action-Driven Discovery

Conversation as Guided Navigation

Prototyped and Tested Across Ecosystem

Defined Standards for Consistency

Launched First Experience Using New Design System

My Approach

Action-Driven Discovery

Conversation as Guided Navigation

Prototyped and Tested Across Ecosystem

Defined Standards for Consistency

Launched First Experience Using New Design System

My Approach

Action-Driven Discovery

Conversation as Guided Navigation

Prototyped and Tested Across Ecosystem

Defined Standards for Consistency

Launched First Experience Using New Design System

Key Takeaways for the Future

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 matters more than visual polish. Watching real users struggle with accessibility made stakeholders champions of the redesign.

Progressive disclosure beats showing everything at once. Users prefer answering a few simple questions over parsing complex forms. The key is asking the right questions in the right order.

Component libraries only succeed if teams actually use them. Making components easy to find, well-documented and genuinely better than custom solutions drove adoption across business units.

Key Takeaways for the Future

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 matters more than visual polish. Watching real users struggle with accessibility made stakeholders champions of the redesign.

Progressive disclosure beats showing everything at once. Users prefer answering a few simple questions over parsing complex forms. The key is asking the right questions in the right order.

Component libraries only succeed if teams actually use them. Making components easy to find, well-documented and genuinely better than custom solutions drove adoption across business units.

Key Takeaways for the Future

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 matters more than visual polish. Watching real users struggle with accessibility made stakeholders champions of the redesign.

Progressive disclosure beats showing everything at once. Users prefer answering a few simple questions over parsing complex forms. The key is asking the right questions in the right order.

Component libraries only succeed if teams actually use them. Making components easy to find, well-documented and genuinely better than custom solutions drove adoption across business units.