Microsoft: Add a Device
Add a device: Entry point to Microsoft’s device management experience.
Add a device
Looking into the existing data, we discovered that the most common entry point was from a support article on how to use our device management features. These features include find my device, device security at-a-glance, warranty information, and Online Repair Order. The process of adding a device is nothing more than a roadblock that should be effortlessly overcome.
Gain access to Accounts.Microsoft.Com’s rich device management features.
Opportunity: Cross platform
In the case of a user needing to repair a device they can no longer access, they will most likely use a mobile device to learn more, or to start the online repair order flow. We took extra care to ensure seamless design across all platforms.
Solution: Remote add
Mobile-first design approach with added option to allow registration via a serial number.
Opportunity: Entry point to repair
In our research, we found that the most common entry point to this flow is from a support article on how to repair a broken device. Yet, there is no clear way to continue that journey once a user adds their device.
Solution: Dedicated repair card
The new device details page has a clear entry point to the device repair flow.
Opportunity: Early engagement
Interactions with the device management portal is often experienced during times of stress. When wanting to find a lost device, lock a stolen device, or repair a broken device, users are often faced with the speed-bump of having to add their device first. This pain point can be mitigated through encouraging early engagement with the Add a device flow.
Solution: Rich cold state
The new cold state encourages engagement through delightful illustrations and highlighted product features.
Redesigning this flow was the first step in addressing a major pain-point we identified in device management. The next steps are to follow the user journey through to the repair and support process, ensuring a seamless and effortless experience throughout.