Interaction Designer

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Microsoft: Add a Device

Add a device: Entry point to Microsoft’s device management experience.

 

Add a device

Overview

In order to use the device management features on accounts.microsoft.com, one must first associate their device with their Microsoft account. We set out to make this experience as seamless as possible.

PROCESS

Research > Identify opportunities > Ideate > Iterate > Solution

Role

Lead designer

 

Insights

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.

USER GOAL

Gain access to Accounts.Microsoft.Com’s rich device management features.

 

 

Old screens

 

Example of a user journey to the add device flow

 

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.

 
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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.

 

Device details page with added online repair card.

 

 

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.

 
 

 

Final Flow

Next steps

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.