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As a UX designer, I contributed to the launch of the Geek Squad on Demand scheduling experience by designing the end-to-end customer journey that connected customers with in-home technology experts while supporting the complex operational workflows behind the service. To understand frontline challenges, I conducted 12 hours of contextual research, shadowing and interviewing three Geek Squad phone support specialists over three half-day sessions. Observing live customer calls provided firsthand insight into customer pain points, scheduling challenges, and support workflows, helping me translate employee feedback and customer needs into the product experience.
Working closely with business stakeholders, product managers, and engineering teams, I facilitated whiteboarding sessions, service mapping, and workflow design to align teams around the customer experience. I translated complex internal processes—including third-party coordination for services such as electrical and plumbing—into intuitive customer flows, wireframes, and interface designs. The product launched as part of Best Buy’s growing Geek Squad services business, which in 2020 reported more than two million Geek Squad Total Tech Support members and 12.9% year-over-year Services revenue growth, supporting a customer experience designed for scale and convenience.
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For Best Buy's Geek Squad Scheduling project, I designed an intuitive end-to-end service experience that helped customers book and manage in-home technology visits while supporting complex operational workflows. From landing pages through booking and chat support, I crafted accessible, visually engaging interfaces that simplified the scheduling journey and supported a service platform used by millions of customers.