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, streaming problems were some of the common reasons for coming to Settings to fix them. When nothing worked users would switch to Chrome.
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.
Owned end-to-end design from problem framing to development handoff.
Mapped 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.
Worked on rebuilding the end-to-end flow mid-development following a backend platform migration.
Owned end-to-end design from problem framing to development handoff.
Mapped 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.
Worked on rebuilding the end-to-end flow mid-development following a backend platform migration.
• 5% OCV reduction
• +2% Settings task completion from a baseline of 55%
• Measurable reduction in the 162K monthly churn risk journey.