Deneva Goins
PRODUCT DESIGN CONSULTANT
HP Support Experience
Unified Diagnostic, Support, and Recommendation Flow
HP’s support journey was split across diagnostics, chat support, and accessory recommendations. As the principal UX designer, I created a unified flow that connected hardware diagnostics, contextual part recommendations, and conversational feedback into one cohesive experience.
ROLE
Principal UX designer for conversational flows, diagnostic logic, wireframes and feedback.
GOAL
Create a seamless experience that supports both user needs and business goals.
OPPORTUNITY
Drive accessory and part sales while simultaneously increasing customer satisfaction
Problem
Users could not tell what was wrong with their device or how to begin fixing it. They needed an integrated experience with clear diagnostics, proactive alerts, and simple guidance.
Impact
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Improved customer satisfaction
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Decrease time to resolution
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Reduce live support volume
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Increased self service resolutions
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Increase parts sales
Anju Sharma
Principal Product Manager, Virtual Assistant w/GPT AI
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Deneva and I collaborated on making usability improvements to a chatbot experience, and it was one of the best working relationships I have ever had. Deneva is deeply skilled in User Experience and UI design, yet can work in a highly agile and refreshingly pragmatic fashion.
The work she does is right on the mark and moves the team forward. Her design ideas were not only immediately leveraged in the chatbot we worked on, but also in the chatbot of a partner company who had implemented a similar experience. She came prepared for all of our meetings, and was 100% focused on where we were in the project and the next best steps to take on, even though the project I worked with her on was a small part of her overall job responsibility. Finally, Deneva is extremely pleasant to work with. I believe any product team will benefit from Deneva's participation -- she's part of the "secret sauce" for successful designs.
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