Xbox Support Site
Designing the front door for Xbox player help and the systems that move players from frustration to resolution across support.xbox.com.
Role
Creative Director
Scope
Search • Self-Service • Guided Troubleshooting • Refunds • Virtual Agent
Surfaces
Web
Team
Efus Richman • Raymond Dean • Ryan Medlin • Makenna Morton
Status
Live
Helping players across Xbox get unstuck
Support.xbox.com is where players go when something isn’t working, from purchases and subscriptions to hardware, accounts, and online services.
As Xbox grew into a connected ecosystem, getting help grew more complex. The real opportunity was bigger than a better support site: rethinking how players find help and get back to play with less effort.
As Creative Director, I set the vision and strategy, hand-picked and hired the design team, and led the work from the ground up, evolving support into a modern platform built on search, self-service, guided troubleshooting, and AI-assisted help.
Traditional support asked players to be their own expert
Most players arrive knowing just one thing: something’s not working. The hard part was rarely finding an article. It was knowing which one actually applied to them, and getting them back into the game.
Design support as a guided journey, not a library
It came down to a few things: a robust search experience, strong self-service, an easy way to get in touch, smarter information architecture, and bold, scannable imagery.
Before
After
Setting the vision across the support ecosystem
Creative Direction
Set the vision and quality bar for a modern, player-first support experience across every surface.
Systems & Journey Design
Reframed a sprawling content library into connected, guided journeys that lead players to resolution.
Design Leadership
Guided the team and aligned product, engineering, content, and research across a large, interconnected platform.
Mapping where players actually got stuck
We mapped the most common support scenarios to find where players got confused or gave up. From there, we simplified with guided experiences, connected self-service and troubleshooting into one system, and refined as we learned how players behaved.
That took shape across a set of support experiences: Search, Guided Troubleshooters and Articles, Service Status, Refunds, and the Xbox Support Virtual Agent.
Process examples
Search
Let players describe problems in natural language instead of navigating categories and support jargon.
Guided Troubleshooters and Articles
Structured decision paths and clear articles that identify likely causes and recommend the next step, from controller issues to account problems, so players don’t have to self-diagnose.
Service Status
A real-time view of Xbox service health, so players can quickly see whether an outage is behind their issue.
Refunds
A guided, transparent self-service flow with eligibility guidance, purchase history, and clear status at every step.
Xbox Support Virtual Agent & Contact Us
An intent-based conversational agent, fronted by the first Gen AI–powered characters created for Xbox support, that guides players to answers and hands off to a live agent only when needed.
An original Contact Us flow that creates a clearer, faster path from question to the right help.
Hundreds of Millions of Players Worldwide
Designed support experiences for one of the world’s largest gaming ecosystems.
Reduced Support Costs at Scale
Guided troubleshooters and self-service experiences helped players solve problems independently while lowering support costs.
Faster Paths to Resolution
Simplified account, subscription, service, and troubleshooting journeys so players could solve problems faster and get back to gaming.
Xbox Support reinforced a simple idea: every support interaction is time taken away from play.
Our goal wasn’t to create better support pages. It was to reduce the need for support altogether.
By improving findability, streamlining self-service experiences, modernizing support content, and creating guided paths to resolution, we helped players solve problems faster while building a more scalable and cost-efficient support ecosystem.
Next Project