Unified Help Platform

🎬 Background

Autodesk, a leader in 3D design, engineering, and entertainment software, transitioned to a SaaS model - shifting purchases from resellers to direct online sales and raising customer expectations for faster, more direct support.

😵‍💫 Problem

Customers were frustrated. Help was hard to find, and human contact options were scattered, inefficient, and often buried. There was no clear path to answers.

👒 My Role

Design lead in a triad with product and engineering, Facilitator, Research Partner

• Led the end-to-end experience design of this first major cross-org initiative for support, from discovery to concept through MVP launch. Drove user validation, iteration, and strategic scaling across global digital properties, customer lifecycle stages and features.

• Product Design Strategy, Competitive Analysis, Brainstorming Workshops, Early Concepts, Wireframes, Prototypes, Usability Testing, User Stories, Quarterly Roadmap Planning

🚀 Solution

A 0-1 modular help platform that brought everything into one place - help articles for purchasing, account management, installation, troubleshooting, and live agent access.

3-Part Experience:

• Issue Classification: Users followed decision trees or asked questions, processed through entity recognition and ML

• In-Context Self-Service: Curated answers, dynamic search results, and Watson-powered workflows delivered help instantly

• Personalized Agent Access: Smart routing to the right human - via scheduled calls, live chat, or case creation

  • ⚠️ Unexpected overlap in support routing emerged as a challenge. I brought together global customer service teams to align on a cleaner, more efficient grouping of issues.

🎯 Outcome

• Rolled out across 7,000+ web pages, reaching millions of users in 40 countries and 24 languages

• Drove a 5% lift in cart additions and 2% more orders placed

• Enabled 74% of users to self-serve without agents - saving $750K in 6 months

• Reduced support team complexity by narrowing agent skills to 5 categories, improving AI routing and cutting case transfers

• Laid the foundation for future AI integration

💎 Takeaway

Our best breakthroughs came from huddling around a whiteboard, sketching ideas and untangling problems together. None of it would’ve been possible without the incredible coordination and collaboration across product, design, engineering, and systems teams.