Help Center

"Providing a new means of support for all teams"

Role

Senior Manager Experience Design

Timeline

6 months

Scope

CTO

Design System

Case Management
Service Now

Teams

1 Designer

Engineering

Product

What & Why

Electronic Arts managed all employee support across the company globally with just email. Global employee feedback across all teams stated that support was one of the top 3 issues with workplace communications and productivity.

Our goal: Create a streamlined portal and version of support for employees to reach out to customer support teams for any department with little issue and clear visibility to decrease SLAs and increase employee productivity.

Electronic Arts managed all employee support across the company globally with just email. Global employee feedback across all teams stated that support was one of the top 3 issues with workplace communications and productivity.

Our goal: Create a streamlined portal and version of support for employees to reach out to customer support teams for any department with little issue and clear visibility to decrease SLAs and increase employee productivity.

Process at a glance

Early stage process involved research from employees across the company that covered each respective support area, diving into product analysis of ticketing systems, and identifying solutions that would create impact for problem spaces.

Early stage process involved research from employees across the company that covered each respective support area, diving into product analysis of ticketing systems, and identifying solutions that would create impact for problem spaces.

Discover

Experiment

Design

Iterate

Support

Establishing a foundation

Identified scope risks with building something from the ground up, and through research I identified ServiceNow as a platform we use and could incorporate. This helped support connect the services for baseline technology at little to no cost.

Identified scope risks with building something from the ground up, and through research I identified ServiceNow as a platform we use and could incorporate. This helped support connect the services for baseline technology at little to no cost.

Understanding our users

Interviewed over 40 employees from different personas identified based on the business of the product and operations. This helped focus on solutions that solved for the needs of everyone, not just the immediate problem.

Interviewed over 40 employees from different personas identified based on the business of the product and operations. This helped focus on solutions that solved for the needs of everyone, not just the immediate problem.

Employees

(24)

Agents

(16)

Admins

(6)

Employees

(24)

Agents

(16)

Admins

(6)

Employees

(24)

Agents

(16)

Admins

(6)

Employees

(24)

Agents

(16)

Admins

(6)

Designing effectively

Rapid prototyping during wireframes

During the wireframe stage I was leading the project as a lead IC. I proposed rapid prototyping to cover edge cases quicker with less meetings, and also to reduce the amount of time prototyping during the high fidelity stage.

During the wireframe stage I was leading the project as a lead IC. I proposed rapid prototyping to cover edge cases quicker with less meetings, and also to reduce the amount of time prototyping during the high fidelity stage.

View Figma Prototype

Adapting to team changes

During this phase I also transitioned into a management role and had 2 employees reporting to me that I mentored and worked hands on with to deliver.

Utilizing a recent brand change

EA updated their brand globally prior to this project kicking off. It was an opportunity to get away from the old brand and introduce the new company wide.

Introducing early stages of AI

Provided insight on ServiceNow capability to take advantage of AI Agents to handle automated and simple tasks and decrease tickets created.

Requirements

ML - Supervised/Unsupervised
Automation - filter out simple tasks
Language - more human, genuine
Data defined ahead of time

Chat Now

Conversation with Aria

Hello Luis! I am “Aria”, your virtual assistant. How can I help you?

You can ask for things like password reset, software request, and building access.

I need Google Drive access to specific folders, but forgot the ones that my manager discussed with me earlier.

I am reviewing your details…

✅ Based on your role. You have been granted access to the follow Google Drive folders:

EA/Marketing
EA/Design

EA/Studios

EA/Managers

EA/Employee Resources

Please double check with your manager if anything is missing.

Thanks Aria!

I need Google Drive access to specific fold…

Send

Output

Accurate solutions provided to users
Less time spent getting resolutions
UX is trusting and positive
ML model can learn quicker

Chat Now

Conversation with Aria

Hello Luis! I am “Aria”, your virtual assistant. How can I help you?

You can ask for things like password reset, software request, and building access.

I need Google Drive access to specific folders, but forgot the ones that my manager discussed with me earlier.

I am reviewing your details…

✅ Based on your role. You have been granted access to the follow Google Drive folders:

EA/Marketing
EA/Design

EA/Studios

EA/Managers

EA/Employee Resources

Please double check with your manager if anything is missing.

Thanks Aria!

I need Google Drive access to specific fold…

Send

Requirements

ML - Supervised/Unsupervised
Automation - filter out simple tasks
Language - more human, genuine
Data defined ahead of time

Chat Now

Conversation with Aria

Hello Luis! I am “Aria”, your virtual assistant. How can I help you?

You can ask for things like password reset, software request, and building access.

I need Google Drive access to specific folders, but forgot the ones that my manager discussed with me earlier.

I am reviewing your details…

✅ Based on your role. You have been granted access to the follow Google Drive folders:

EA/Marketing
EA/Design

EA/Studios

EA/Managers

EA/Employee Resources

Please double check with your manager if anything is missing.

Thanks Aria!

I need Google Drive access to specific fold…

Send

Output

Accurate solutions provided to users
Less time spent getting resolutions
UX is trusting and positive
ML model can learn quicker

Chat Now

Conversation with Aria

Hello Luis! I am “Aria”, your virtual assistant. How can I help you?

You can ask for things like password reset, software request, and building access.

I need Google Drive access to specific folders, but forgot the ones that my manager discussed with me earlier.

I am reviewing your details…

✅ Based on your role. You have been granted access to the follow Google Drive folders:

EA/Marketing
EA/Design

EA/Studios

EA/Managers

EA/Employee Resources

Please double check with your manager if anything is missing.

Thanks Aria!

I need Google Drive access to specific fold…

Send

Utilize META design system

Design system components made it extremely easy to implement and move forward without creating new building blocks for a new product set.

Results

Reduced average SLAs by 45%
Decreased both Employee an Support response times by 60-68%
Employee (5000) pulse was 9 out of 10 for NPS
Reduced average tickets in relation to previous year by 19%
First large project to incorporate META design system and prove impact

Reduced average SLAs by 45%
Decreased both Employee an Support response times by 60-68%
Employee (5000) pulse was 9 out of 10 for NPS
Reduced average tickets in relation to previous year by 19%
First large project to incorporate META design system and prove impact

Learnings & Reflection

Did not need to reinvent the wheel and ensure discovery of services the company is using to bring solutions to the business and users.
Learned the difficulties on switching from lead IC to a manager midway through, but adapting was something I really wanted to showcase my employees.

Did not need to reinvent the wheel and ensure discovery of services the company is using to bring solutions to the business and users.
Learned the difficulties on switching from lead IC to a manager midway through, but adapting was something I really wanted to showcase my employees.