Xbox Forums on Console
The official Xbox forums is a community website for gamers to discuss all things related to gaming on an Xbox. It is powered by the Microsoft Answers Platform, which is slightly different from the regular format of game forums. This format focuses on getting an answer to a specific question. I was tasked with the integration of the official forums to our console endpoint. Creating parity with the current features provided by the Xbox forums.
Our goal was to drive Xbox console gamers to Customer Service & Support answers in the Xbox forums, letting a small number of agents help many customers. Help customers find very specific answers to their specific problems. Help customers with solutions to trending issues as quickly as possible.
Xbox
2021
Game support
UX Design
Challenge
Xbox's support system lacked comprehensive self-help solutions beyond addressing core "top problems," which were compiled from the most frequent customer queries.
Unfortunately, curated self-help solutions often couldn't be developed promptly enough to assist users with emerging issues.
Additionally, the assistance provided by customer support service (CSS) agents via chat or phone was limited to addressing the concerns of individual customers, offering little scalability for widespread issues.
Results
Despite encountering specific navigation limitations, I successfully identified optimal alternatives to ensure smooth user navigation within the app's features. One significant achievement was the placement of forums within the search self help experience.
With that we had a completely browsable and searchable forum space integrated into the Xbox Console experience, enhancing accessibility for users seeking assistance.
Additionally, we introduced a mobile screen jump-off user path, which was later adopted across the entire support app, streamlining navigation and improving the overall user experience.
Process
Specified limitations and goals
Discussed with PM the un-identified possible limitations
Scope and Timeline
Wireframes
Locating all possible entry points
Identify possible user flows
UX designed
Inventory of current components from our library
Create new components to serve new needs
Confirm safety considerations and provide solutions
Provided mobile screen jump off
UR tested
Tested new UX
Search organization and filtering
Reporting solutions and abuse
UX revised
Accessibility annotations
Delivered
“ We've consistently found that the forums results are generally rated to have a higher PRR than the average help page. ”
Adam Wilson
Principal Project Manager Lead | Xbox
Conclusion
We had a completely browsable and searchable forum space integrated into the Xbox Console experience, enhancing accessibility for users seeking assistance.