Overview
Meta Quest for Business is an enterprise admin platform that helps organisations manage VR devices, apps, users, and support. My work focused on redesigning the support experience to make troubleshooting faster, reduce reliance on human agents, and introduce AI‑powered search and automated Tier‑1 support.
Meta Quest for Business needed a scalable support system. Human agents were handling the majority of tickets, creating backlogs, slow response times, and rising operational costs. My goal was to redesign the support experience to enable self‑serve troubleshooting, reduce dependency on human agents, and introduce AI‑powered support flows.
My role
I led the end‑to‑end design process: discovery, IA redesign, interaction design, prototyping, user testing, and stakeholder alignment. I defined user stories, mapped journeys, and delivered the final UI and flows for the AI‑powered support experience.
The problem
Support was 90% biased toward filing tickets, not self‑serve. IT Admins struggled to find help content quickly and human support was expensive and unscalable.
I introduced an intent‑based AI search that delivers direct fixes, redesigned the Support Hub for faster self‑serve navigation.
Tier‑1 support handled by AI (45% reduction in live Meta) and automatically resolves common issues and close tickets independently
User journey
User research
Validated my hypothesis through user testing of prototypes
Outcomes
45% reduction in live Meta support usage.
21.6k fewer monthly support requests.
£110k monthly savings (£1.3m yearly).
Faster issue resolution and reduced admin workload.
Tier‑1 tickets closed automatically by AI.
