Contact Apple Support — Redesign
AppleCare’s largest, most complex web-app, Contact Apple Support (CAS) routes customers to live person support based on the customer’s situation. Most notably, CAS is the main way to make Genius Bar reservations globally.
I joined the team in 2013, to design an iPad-centric version which improved usability, style, accessibility, clarity and functionality. I also worked with marketing to be more on-brand.
In 2014, I helped define and scope requirements, then provided design for 45 enhancements. We partnered extensively with Marketing and Retail to fully take over Genius Bar reservations. I worked with Engineering to improve development processes and find better developer talent.
In 2015, I redesigned the app to be fully responsive, using a mobile first approach. I also updated the visual language of CAS to match the rest of the Apple ecosystem, drawing influence from apple.com, iOS and OS X.
- Lead designer
- Site architecture
- Interaction design
- Visual design
- Project Definition & Scope
- Content creation
- QA testing