Amazon Capstone
A proactive support experience for Amazonians that helps them take action early when a device issue is likely to happen.
Problem
How might we support Amazonians through proactive measures so that unexpected hardware issues can be avoided or mitigated before they become blockers?
Process
We researched both Amazonians and IT support engineers, then explored a proactive Slack-based experience that could surface self-service guidance or escalation paths.
Takeaways
Validation mattered throughout the project, and prescribing a form factor too early could limit momentum and insight.
Reflection
The strongest part of the project came from listening closely to the people who would actually use it.
My role
I helped shape the discovery, research, and product direction through interviews, synthesis, and early concepts.
Key contributions
- • Drafted and conducted research with users and stakeholders.
- • Explored product form factors for a proactive support experience.
- • Helped guide the team through capstone deliverables and validation.
Next steps
Refine the Slack MVP through user testing, then connect the experience with the model and backend for a working prototype.