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Troubleshooting Assistant – Redesign

As an intern, I redesigned the online troubleshooting assistant (TSA) module. The old module was designed for one specific issue, but was being used for many. My design has expanded functionality and is both modular and scalable; it can accommodate most issues and many languages. All TSAs now use this design.

To create the new template, I researched potential solutions for the issue – “iPhone not appearing in iTunes.” This involved meeting with many different teams to understand the topic, along with the technical and localization considerations for the TSA format. The project culminated with a presentation to the Vice President of Global Customer Support Operations.

    additional details

  • Roles

    • Lead designer
    • Design intern
  • Responsible For

    • Site architecture
    • Interaction design
    • Presenation
  • Contributed To

    • Project Definition & Scope
    • Domain research
    • Content creation
  • Skills

    • Presenation
    • Research
    • Web

TSA reposition SIM card step in Japanese
TSA topic in Russian