Service Design
IT Service Experience, 100% reliable operations, and –50% response time in 1 year
Leading UX and service design strategy for IT support services — designing omni-channel experiences, rebranding for trust and reliability, and building service design capabilities across a distributed 3,000-person function supporting 45,000 workers in 65 countries.
Customer support and digital transformation delivered measurable gains in satisfaction and efficiency at global scale.
Supporting 45,000 workers in more than 65 countries with global infrastructure, technology, and services demands robust solutions that enable seamless data access, connected services, and specialized tools for flexible, on-the-go work. Delivering rapid, high-quality customer service around the clock — while ensuring safety, managing logistics, overseeing vendors, and maintaining responsible operations — is essential. Customer support teams had to adopt digital tools and services to scale and manage systems and operations more effectively.
I served as Design Lead with managerial responsibilities, overseeing UX and service design strategy and execution for IT support services.
How might we reduce friction for IT customers and improve operations at a global scale?
How might we modernize and integrate these services to address specific needs, ensure compliance, and streamline organizational design?
The vision was a customer support ecosystem that would feel as seamless and reliable as consumer-grade experiences: simple self-service, omni-channel consistency, and predictive guidance. The goal was not just to resolve IT issues, but to elevate the overall employee experience and improve organizational efficiency worldwide.
Omni-channel consistency & help centers
Our priority was digital experiences designed for ease and efficiency — with patterns that aligned chat, phone, portal, and walk-in support so users could switch channels without confusion. I prototyped and tested self-service flows, knowledge bases, and ticketing tools with service teams and real users to refine usability.
Brand & UI integration
These changes, driven by increased customer autonomy, required a rebrand to inspire trust, reliability, and ease. I embedded a new support brand into the UI, balancing clarity, reassurance, and simplicity. Unified branding increased trust — users reported greater confidence in the support channel's reliability. The redesigned IT service experiences delivered end-to-end, streamlined workflows and interfaces that reduced customer friction and improved operational efficiency.
Capability building
Customer support managers had the knowledge and tools to own and improve customer service journeys. I coached support managers on service design methods, enabling them to own and continuously improve customer journeys. Teams mapped end-to-end experiences from issue recognition to resolution, identifying systemic friction and innovating solutions. I facilitated co-creation workshops with IT staff and end users to address structural bottlenecks and daily employee needs, embedding journey-mapping practices across teams for sustained impact. This shifted the culture from reactive task execution to proactive, systems-thinking innovation — core to organizational agility.
This project showed the transformative power of service design in IT contexts — by reducing friction, aligning systems, and empowering users, we improved both satisfaction and efficiency at scale.
Future directions:
- Expanding predictive support with AI-driven insights.
- Personalized support dashboards for employees and managers to increase service solutions for advanced consulting tools (insights, data, design).
- Extending service design capability-building to additional functions beyond Technology & Digital, embedding customer-centricity across the enterprise.