About the relationship

Adobe’s Experience Cloud customer support team supports thousands of enterprise-level customers who rely on Adobe marketing products to reach and service their own customers. To be sure support teams are available and equipped to respond to various on-the-spot needs, Adobe wanted a mobile app experience to better support customers while easily monitoring issues and progress on the go. The ultimate support experience,  as it was described.

The ask

Adobe asked Contravent to create this experience, which required a full strategic perspective from concept to design to development. Partnering with the Adobe Success Team, we developed a user strategy, wireframes, and elegant UI design for the app. The result was an app and interface that represents the ultimate support experience.

Our approach

Over the course of four weeks, we created 20 wireframes as well as high-fidelity UI designs to demonstrate functionality, interactions, and animations through the design process. We factored in various parts of the support experience to ensure it could run effectively for every customer touch point.

Prototyping

Next, we built a functioning HTML-based clickable prototype to demonstrate user interactions and experience animations as a proof of concept. After demonstrating the power of this experience—and tweaking according to feedback and needed adjustments—the app went into development phase.

The result

Adobe launched the app at Adobe Summit 2024 as a featured customer offering and promoted its LinkedIn Channel to overwhelmingly positive feedback. Customers have applauded the app's ease of use, sophisticated design, and usefulness.

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About the relationship

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