I was hired to deliver UX, information architecture, and service design expertise for Best Buy's Geek Squad on Demand—a service crafted to streamline the scheduling of Geek Squad home visits, ensuring users could easily connect with experts to address their tech needs at home.
Collaborating closely with business stakeholders and development teams on Best Buy’s Geek Squad Scheduling project, I mapped the entire scheduling experience, using brainstorming, whiteboarding, and flow diagrams to align strategy and design. This involved deeply understanding both the customer experience and the Geek Squad’s end-to-end process, including complex scenarios like coordinating third-party vendors for services such as electrical and plumbing.
In this service design role, I built detailed, progressive wireframes to map every step of the user journey, along with sitemaps and responsive comps to meet accessibility standards within a fast-paced timeline. Working from wireframes through the final, detailed UI, I crafted a seamless customer journey from landing page interactions through booking and chat support.
Partnering closely with business stakeholders and product management, this hands-on approach delivered a customer-centered, visually engaging solution that brought Best Buy’s Geek Squad Scheduling app to life.
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For Best Buy’s Geek Squad Scheduling project, I led the Service Design for an intuitive customer journey that empowered users to effortlessly book and manage home visits on their own terms.
I crafted accessible, visually engaging interfaces that simplified every step—from landing pages to booking and chat support—delivering seamless coordination and an elevated user experience.
