Troubleshooting for the Edge browser

Troubleshooting for the Edge browser

Troubleshooting for the Edge browser

AI-powered diagnostics flow designed to lower churn by helping users resolve issues without leaving the browser.

AI-powered diagnostics flow designed to lower churn by helping users resolve issues without leaving the browser.

ROLE

ROLE

Led end to end design for the first feature launch and charted the long term roadmap while navigating two major platform pivots.

TEAM

TEAM

Designer (Myself), Product Manager, Engineering Manager and developers

Designer (Myself), Product Manager, Engineering Manager and developers

Designer (Myself), Product Manager, Engineering Manager and developers

STATUS

STATUS

Active in development for Q26 F1

Active in development for Q26 F1

Active in development for Q26 F1

The challenge

The challenge

The challenge

Edge Settings is one of the top churn-causing URLs in the browser. This isn't because of Settings itself, but because users arrive there as a last resort when something isn't working.

Performance failures, login issues, and streaming problems were common reasons for coming to Settings to fix them. When nothing worked users would switch to Chrome.

The solution

The solution

The solution

AI-powered diagnostic experience that intercepts users at the moment of struggle, delivering personalised troubleshooting responses grounded in diagnostic data, with actionable fixes for the user.

My role

My role

My role

Owned end-to-end design from problem framing to development handoff.

Explored and evaluated five entry-point approaches for the troubleshooting experience.

Resolved a cross-functional entry point disagreement through a three-horizon roadmap, expediting immediate delivery while preserving the original vision for future cycles.

Drove rapid alignment with PM and engineering through a backend migration, keeping the project moving without losing momentum.

Owned end-to-end design from problem framing to development handoff.

Explored and evaluated five entry-point approaches for the troubleshooting experience.

Resolved a cross-functional entry point disagreement through a three-horizon roadmap, expediting immediate delivery while preserving the original vision for future cycles.

Drove rapid alignment with PM and engineering through a backend migration, keeping the project moving without losing momentum.

Current state

Current state

Current state

In active development, targeting 5% OCV reduction across a 162K monthly churn-risk journey. The user flow was rebuilt mid-development due to a backend platform migration, with a long-term roadmap for the entry point agreed by the triad.

Some details are withheld under NDA. Happy to walk through the full case in a conversation.

Some details are withheld under NDA. Happy to walk through the full case in a conversation.

See more of my work?

See more of my work?

Bringing clarity to Settings

Bringing clarity to Settings

An improvement initiative to reduce abandonment and improve task completion across Edge Settings.

An improvement initiative to reduce abandonment and improve task completion across Edge Settings.