Sony / Future of Sony Customer Support
Future of Support Presentation
Future of Support Wireframe Document
PROJECT DESCRIPTION
I was asked by the creative directors within the Global Web Transformation team at Sony to lead a Blue Sky Support project team. Our brief was to deliver a digital strategy for Sony's next generation consumer electronics support experience. The team developed a vision statement and built upon our design pillars of simple, human, original, and social to guide the project work. We took a user-centered approach and explored Sony's current online support websites and materials through customer personas. The team also completed a competitive analysis to see how other companies are supporting their customers. By recognizing the gaps in our current online support system, we built personalized design solutions that provide quick and painless "Use & Own" experiences for our customers.
ABOUT THE CLIENT
Sony is a globally recognized brand whose business focuses on high-end consumer electronics including much-loved products like PlayStation and αSeries cameras. The Global Web Transformation (GWT) team was established to reshape Sony’s online presence—aimed at transforming multiple, fragmented web experiences into one unified, global system. The GWT project provides a common and human-centered experience that builds lifetime value for customers across all of Sony's digital properties. On a day-to-day basis, the design team followed digital design principles of “simple, human, original, and social” to influence and inform our work. GWT’s largest project, Sony’s responsive marketing website, is now live in 60+ countries with record customer satisfaction levels. You can view the site at sony.co.uk.