Mac Adapter Tool (POC)
The project:
A proof-of-concept to exploration a self-service tool to help users identify the right adapter/connections they need to connect their Apple device to other Apple or 3rd-party devices.
I presented the design to the leadership team to evaluate its merits and consider rolling out the function on Apple’s website.
My role:
I was brought on to help identify the business and user pain-points in selecting adapters and to strategize building a solution tool.
I worked with product and content strategy teams and the readiness & response team to identify UX opportunities and business impacts. I conducted user research, built user journey and information architecture that connected issues with solutions. Finally, I designed a visual POC to initiate a feasibility discussion with leadership.
The goal of the step-by-step tool is to help users identify their specific adapter and connector needs and present them with various solutions and link them to the Apple Store. It also provides access to relevant Support articles for more detailed information.
The design adhered to Apple's brand guidelines to ensure a seamlessly consistent design experience across the marketing and support site.
In order to understand the full scope of Apple devices and the variations in charging and connection ports across the product range, I conducted interviews with stakeholders and the call-center team to understand the business and user pain-point.
I was able to map the user journey and identify the key problem:
What products are users trying to connect?
What port is available on those device?
What they are trying to do (connecting two device, transferring files, charging)?
The next steps was to explore solutions to identifying what they need or direct them to a purchase solution if needed.
There’s an opportunity to develop a self-solve tool to support user needs. I created a concept wireframe for a step-by-step tool. The intent of the tool is to help identify what device users have and device they are trying to connect to. We can then analyze and provide a Mac adapter solutions to the user.
I presented my concept to the leadership team with a prototype showing how the tool can be a stand-alone self-service tool, and also compliment the in-store support experience to walk users through their set up and needs.
