Help@IBM
Providing self-service support to troubleshoot IT issues for IBMers
Project Timeline: September 2017 – June 2019
Challenges
Although the Help@IBM website had already been enhanced with a user-centric design, the Help@IBM Mobile app was outdated: an old design with critical missing and inconsistent features, as the mobile app had been neglected in “maintenance mode” for years.The users expected website-like features on the mobile app - for example, features like improved search withWatson, universal improved ticket status, or the display of document-level feedback. These user expectations and others were not met in the existing design.When I was appointed as the design lead for this project, I wanted to make the mobile app consistent with the website with its functionality and looks so that the users would not perceive them as two completely different services.
My Role: UX & Visual Design Lead
I led all UI/UX/Visual design, and was responsible for collaborating with the dev team, collecting visual and UX feedback from users and stakeholders, researching, creating user flows and wireframes to illustrate design concepts with a search-centric UX design & Watson chat intercept integration.
My Vision
350,000
Employees worldwide
1,000+
IBMers in need of technical support each day
6,000+
Documents related to troubleshooting employee's computers and mobile devices
My goal for Help@IBM Mobile was to provide a “search-centric” experience. I wanted to create a user interface that leverages iOS 12 capabilities with the latest design patterns from Apple’s human interface guidelines. Further, I wanted to make it easy for users to access alerts, outages, open tickets, and resolve various issues, including passwords, connectivity, mail, and telephony.
I initiated a redesign of the old Help@IBM Mobile, and proposing the new design concept to stakeholders. Then I set objectives for the new Help@IBM Mobile: to design the app to provide the best of breed support experience on the mobile platform.
UX Design Enhancements
Provided fast and easy search with autocomplete and word suggestion features
Eliminated as many unnecessary steps in the search process as possibleto minimize the time and effort in finding support activities
Guided users to find the best answers to their questions with simpleand user-friendly flows to address their issue
Provide an experience consistent with the Help@IBM website in functionality and appearance since most users access the site
First, I created brand identities and the design system of Triller, which gave a fun and vibrant impact for the young users. I partnered with Colin Tilley, an American music video director, to make a unique algorithm for various animated app filters. I also created wireframes and animated prototypes to help developers understand the quick and easy user flow. We delivered our very first version of the app in just 3 months!
I conducted usability tests on functionality and design of the app and making UX enhancements based on the feedback.Eight participants from different countries, IBM Business Units and job roles took 45 minutes for the session.• Most participants preferred the new search-centric design.• Most participants preferred the new, modern design to the original design.• All participants liked the new cognitive chat intercept experience.
Cognitive-enhanced search
I worked closely with the Help@IBM website team to integrate Watson cognitive functionality directly into search to improve discoverability of key information.
Product Impact and Results
The search-centric design improvements helped users find and solve their problems more effectively and provided significant improvement in user sentiment.After rebranding Help@IBM Mobile, I redesigned the search experience to allow users to find solutions quickly while minimizing excessive navigation. I accomplished this without additional cognitive overhead, supporting natural language and leveraging existing user behaviors.
90K+
Downloads globally
19.1
NPS points climbed after the redesign
6,000+
Documents related to troubleshooting employees’ computers and mobile devices
Net Promoter Score (NPS)
NPS for Help@IBM mobile was collected in two independent surveys to IBMers globally who used the application at least a few times per month. One was collected prior to the enhancements discussed and one was collected after the changes were implemented.NPS climbed significantly since the redesign.
sooyundesign@gmail.com
© Soo Yun Kim 2025 All Rights Reserved
Help@IBM
Providing self-service support to troubleshoot IT issues for IBMers
Project Timeline: September 2017 – June 2019
Challenges
Although the Help@IBM website had already been enhanced with a user-centric design, the Help@IBM Mobile app was outdated: an old design with critical missing and inconsistent features, as the mobile app had been neglected in “maintenance mode” for years.The users expected website-like features on the mobile app - for example, features like improved search withWatson, universal improved ticket status, or the display of document-level feedback. These user expectations and others were not met in the existing design.When I was appointed as the design lead for this project, I wanted to make the mobile app consistent with the website with its functionality and looks so that the users would not perceive them as two completely different services.
My Role: UX & Visual Design Lead
I led all UI/UX/Visual design, and was responsible for collaborating with the dev team, collecting visual and UX feedback from users and stakeholders, researching, creating user flows and wireframes to illustrate design concepts with a search-centric UX design & Watson chat intercept integration.
My Vision
350,000
Employees worldwide
1,000+
IBMers in need of technical support each day
6,000+
Documents related to troubleshooting employee's computers and mobile devices
My goal for Help@IBM Mobile was to provide a “search-centric” experience. I wanted to create a user interface that leverages iOS 12 capabilities with the latest design patterns from Apple’s human interface guidelines. Further, I wanted to make it easy for users to access alerts, outages, open tickets, and resolve various issues, including passwords, connectivity, mail, and telephony.
I initiated a redesign of the old Help@IBM Mobile, and proposing the new design concept to stakeholders. Then I set objectives for the new Help@IBM Mobile: to design the app to provide the best of breed support experience on the mobile platform.
UX Design Enhancements
Provided fast and easy search with autocomplete and word suggestion features
Eliminated as many unnecessary steps in the search process as possibleto minimize the time and effort in finding support activities
Guided users to find the best answers to their questions with simpleand user-friendly flows to address their issue
Provide an experience consistent with the Help@IBM website in functionality and appearance since most users access the site
First, I created brand identities and the design system of Triller, which gave a fun and vibrant impact for the young users. I partnered with Colin Tilley, an American music video director, to make a unique algorithm for various animated app filters. I also created wireframes and animated prototypes to help developers understand the quick and easy user flow. We delivered our very first version of the app in just 3 months!
I conducted usability tests on functionality and design of the app and making UX enhancements based on the feedback.Eight participants from different countries, IBM Business Units and job roles took 45 minutes for the session.• Most participants preferred the new search-centric design.• Most participants preferred the new, modern design to the original design.• All participants liked the new cognitive chat intercept experience.
Cognitive-enhanced search
I worked closely with the Help@IBM website team to integrate Watson cognitive functionality directly into search to improve discoverability of key information.
Product Impact and Results
The search-centric design improvements helped users find and solve their problems more effectively and provided significant improvement in user sentiment.After rebranding Help@IBM Mobile, I redesigned the search experience to allow users to find solutions quickly while minimizing excessive navigation. I accomplished this without additional cognitive overhead, supporting natural language and leveraging existing user behaviors.
90K+
Downloads globally
19.1
NPS points climbed after the redesign
6,000+
Documents related to troubleshooting employees’ computers and mobile devices
Net Promoter Score (NPS)
NPS for Help@IBM mobile was collected in two independent surveys to IBMers globally who used the application at least a few times per month. One was collected prior to the enhancements discussed and one was collected after the changes were implemented.NPS climbed significantly since the redesign.
sooyundesign@gmail.com
© Soo Yun Kim 2025 All Rights Reserved
Help@IBM
Providing self-service support to troubleshoot IT issues for IBMers
Project Timeline: September 2017 – June 2019
Challenges
Although the Help@IBM website had already been enhanced with a user-centric design, the Help@IBM Mobile app was outdated: an old design with critical missing and inconsistent features, as the mobile app had been neglected in “maintenance mode” for years.The users expected website-like features on the mobile app - for example, features like improved search withWatson, universal improved ticket status, or the display of document-level feedback. These user expectations and others were not met in the existing design.When I was appointed as the design lead for this project, I wanted to make the mobile app consistent with the website with its functionality and looks so that the users would not perceive them as two completely different services.
My Role: UX & Visual Design Lead
I led all UI/UX/Visual design, and was responsible for collaborating with the dev team, collecting visual and UX feedback from users and stakeholders, researching, creating user flows and wireframes to illustrate design concepts with a search-centric UX design & Watson chat intercept integration.
My Vision
350,000
Employees worldwide
1,000+
IBMers in need of technical support each day
6,000+
Documents related to troubleshooting employee's computers and mobile devices
My goal for Help@IBM Mobile was to provide a “search-centric” experience. I wanted to create a user interface that leverages iOS 12 capabilities with the latest design patterns from Apple’s human interface guidelines. Further, I wanted to make it easy for users to access alerts, outages, open tickets, and resolve various issues, including passwords, connectivity, mail, and telephony.
I initiated a redesign of the old Help@IBM Mobile, and proposing the new design concept to stakeholders. Then I set objectives for the new Help@IBM Mobile: to design the app to provide the best of breed support experience on the mobile platform.
UX Design Enhancements
Provided fast and easy search with autocomplete and word suggestion features
Eliminated as many unnecessary steps in the search process as possibleto minimize the time and effort in finding support activities
Guided users to find the best answers to their questions with simpleand user-friendly flows to address their issue
Provide an experience consistent with the Help@IBM website in functionality and appearance since most users access the site
First, I created brand identities and the design system of Triller, which gave a fun and vibrant impact for the young users. I partnered with Colin Tilley, an American music video director, to make a unique algorithm for various animated app filters. I also created wireframes and animated prototypes to help developers understand the quick and easy user flow. We delivered our very first version of the app in just 3 months!
I conducted usability tests on functionality and design of the app and making UX enhancements based on the feedback.Eight participants from different countries, IBM Business Units and job roles took 45 minutes for the session.• Most participants preferred the new search-centric design.• Most participants preferred the new, modern design to the original design.• All participants liked the new cognitive chat intercept experience.
Cognitive-enhanced search
I worked closely with the Help@IBM website team to integrate Watson cognitive functionality directly into search to improve discoverability of key information.
Product Impact and Results
The search-centric design improvements helped users find and solve their problems more effectively and provided significant improvement in user sentiment.After rebranding Help@IBM Mobile, I redesigned the search experience to allow users to find solutions quickly while minimizing excessive navigation. I accomplished this without additional cognitive overhead, supporting natural language and leveraging existing user behaviors.
90K+
Downloads globally
19.1
NPS points climbed after the redesign
6,000+
Documents related to troubleshooting employees’ computers and mobile devices
Net Promoter Score (NPS)
NPS for Help@IBM mobile was collected in two independent surveys to IBMers globally who used the application at least a few times per month. One was collected prior to the enhancements discussed and one was collected after the changes were implemented.NPS climbed significantly since the redesign.
sooyundesign@gmail.com
© Soo Yun Kim 2025 All Rights Reserved