Nargis Shaikh - Samsung

UXR for Service Enhancement

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Samsung Care+ for Business Service Improvement - NDA bound

INDUSTRY

ENTERPRISE SaaS

CLIENT

SAMSUNG

YEAR

2023

SERVICE

SERVICE DESIGN

Exploratory Research

User Journey Mapping

3D Scanning Experiments

Workflow Testing

Interviews

User Journey Mapping

Competitive Analysis

A/B Testing

context.

As a UX researcher and designer, I contributed to multiple a service enhancement projects for Samsung Care for Business (a B2B device management platform).

Samsung Care+ for Business is a device protection plan that covers accidental damage, software issues, and mechanical breakdowns for business devices

As a UX researcher I conducted multiple service enhancement research initiatives for Samsung Care+ for Business.

The goal was to identify user pain points and streamline processes to improve operational efficiency for enterprise clients. The research aimed to uncover how users interact with the platform, focusing on key areas of improvement and future design opportunities.

As a UX researcher and designer, I contributed to multiple a service enhancement projects for Samsung Care for Business (a B2B device management platform).

The goal was to identify user pain points and streamline processes to improve operational efficiency for enterprise clients. The research aimed to uncover how users interact with the platform, focusing on key areas of improvement and future design opportunities.

need for service enhancement.

The project was initiated to address challenges faced by enterprise users when managing large-scale device deployments and configurations. The platform's complexity often led to inefficiencies, prompting the need to enhance user experiences, reduce errors, and simplify workflows.

growth.

This project not only strengthened my understanding of complex B2B platforms but also equipped me with strategies to enhance enterprise user experiences through thoughtful service design.

Samsung Care+ for Business Admin Portal

expertise gained.

1 Enterprise Onboarding and Access Management

• Streamlining how administrators set up and assign roles to users.

• Designing clear workflows for role-based permissions and access levels.

2 Bulk Device Management

• Enhancing batch processing for device enrollment and configuration.

• Improving user feedback mechanisms for large-scale actions.

3 Process Automation and Error Feedback Design

• Creating intuitive automation workflows for repetitive tasks.

• Designing informative error states to guide users in troubleshooting.