Deneva Goins
PRODUCT DESIGN CONSULTANT
HP Support Experience
AI-assisted support with intelligent escalation
HP’s support journey was split across diagnostics, chat support, and accessory recommendations. As principal UX designer, I reframed support as an AI-assisted system that evaluates device health, recommends contextual actions, and escalates to human support when needed.
HP’s support journey was split across diagnostics, chat support, and accessory recommendations. As principal UX designer, I reframed support as an AI-assisted system that evaluates device health, recommends contextual actions, and escalates to human support when needed.
ROLE
Design owner for system behavior, diagnostic logic, and human–AI escalation across HP’s support assistant.
GOAL
Enable the system to resolve issues autonomously when confidence is high, and collaborate with human support when uncertainty exists.
OPPORTUNITY
Reduce support load and time to resolution while increasing trust, clarity, and lifecycle value through intelligent recommendations.
Problem
HP’s support model relied on users to identify and interpret device issues, even when diagnostic signals already existed. The system lacked a way to evaluate confidence, recommend actions proactively, and escalate intelligently, resulting in delayed resolution and unnecessary human support.
System Behavior Model
Detection, recommendation, and intelligent escalation
Explore flows and logic below.
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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