Smart Care

Smart Care

Mobile UI/UX

PC App UX/UI

UX Team Lead

UX Designer

Lenovo Smart Care

Your personal tech sidekick—right in your pocket.

This free mobile app connects you to real-time support, expert help, and easy device management, all in one place. From quick answers with Lena, your virtual assistant, to tracking support tickets and managing multiple Lenovo devices, Smart Care keeps your tech running smoothly so you can stay focused on what matters.

View more working details

Project type

Mobile & PC app

Duration

6 months

Tools

Figma, Illustrator

Team

3 UX Designers from Lenovo UXD Software, 1 Product Owner

Design Digest

As the lead UX designer on Lenovo Smart Care, I helped shape a mobile-first support experience from concept to launch. Working within an agile product team, I led the end-to-end design process—from assisting with initial research and rapid prototyping to overseeing the PC UI's development and totally owning the mobile app's UI design, testing, and iteration.

I collaborated closely with product owners, engineers, and fellow designers to ensure our work was not only visually consistent, but intuitive, inclusive, and grounded in user needs.

Introducing Smart Care

Your direct access to Lenovo’s best tech support.

Available now on Aura edition PCs, Google Play store and Apple App store.

Your direct access to Lenovo’s best tech support.

Available now on Aura edition PCs, Google Play store and Apple App store.

Your direct access to Lenovo’s best tech support.

Available now on Aura edition PCs, Google Play store and Apple App store.

Click to view the vision video

Elite support at your fingertips.

Get the right support right when you need it with real-time troubleshooting from real-life Lenovo technicians.

Elite support at your fingertips.

Get the right support right when you need it with real-time troubleshooting from real-life Lenovo technicians.

Elite support at your fingertips.

Get the right support right when you need it with real-time troubleshooting from real-life Lenovo technicians.

Help where you need it

We’ll meet you where you are with personalized help, from self-troubleshooting and expert live chat to remote camera sharing or a phone call.

Help where you need it

We’ll meet you where you are with personalized help, from self-troubleshooting and expert live chat to remote camera sharing or a phone call.

Help where you need it

We’ll meet you where you are with personalized help, from self-troubleshooting and expert live chat to remote camera sharing or a phone call.

Always available elite support

This concierge-style access to elite support focuses on intelligent debugging through information handoff for a reduced time to resolution.

Always available elite support

This concierge-style access to elite support focuses on intelligent debugging through information handoff for a reduced time to resolution.

Always available elite support

This concierge-style access to elite support focuses on intelligent debugging through information handoff for a reduced time to resolution.

Get results faster

Smart Care combines convenience, transparency, and searchable knowledge for the on-demand virtual tech support you deserve.

Get results faster

Smart Care combines convenience, transparency, and searchable knowledge for the on-demand virtual tech support you deserve.

Get results faster

Smart Care combines convenience, transparency, and searchable knowledge for the on-demand virtual tech support you deserve.

Discover

The Smart Care project began with a clear goal: to make tech support easier, faster, and more personalized for Lenovo device users.

Problem Statement

Our research and support teams surfaced a common pain point—users struggled to find help when they needed it, often juggling multiple devices and support channels.

Problem Statement

Our research and support teams surfaced a common pain point—users struggled to find help when they needed it, often juggling multiple devices and support channels.

Problem Statement

Our research and support teams surfaced a common pain point—users struggled to find help when they needed it, often juggling multiple devices and support channels.

Project Goal

We saw an opportunity to centralize the experience in a single mobile app, giving users direct access to help, device management tools, and personalized support features—all in one place.

Project Goal

We saw an opportunity to centralize the experience in a single mobile app, giving users direct access to help, device management tools, and personalized support features—all in one place.

Project Goal

We saw an opportunity to centralize the experience in a single mobile app, giving users direct access to help, device management tools, and personalized support features—all in one place.

The Vision: Discovery to Direction

To reimagine tech support as a proactive, human-centered service that empowers every Lenovo user—regardless of their technical confidence—to feel supported, understood, and in control.

The Vision: Discovery to Direction

To reimagine tech support as a proactive, human-centered service that empowers every Lenovo user—regardless of their technical confidence—to feel supported, understood, and in control.

The Vision: Discovery to Direction

To reimagine tech support as a proactive, human-centered service that empowers every Lenovo user—regardless of their technical confidence—to feel supported, understood, and in control.

Define

To test early concepts and align on user needs, I created low- to mid-fidelity prototypes that brought our ideas to life quickly. We used these wireframes in early testing sessions to validate navigation, key flows, and feature prioritization. Feedback from users directly shaped how we approached hierarchy, copy, and interaction patterns—especially for high-priority tasks like creating support tickets or chatting with a virtual assistant.

Preliminary Design Testing

We began by grounding our approach in user insights, combining both quantitative and qualitative research to better understand user perceptions of Lenovo's support experience. While the exact findings are Lenovo confidential, our early work included an analysis of customer sentiment score rankings and user goal exploration through workshops and interviews. These methods helped us identify key themes around user expectations, pain points, and opportunities for improvement.

Preliminary Design Testing

To support the research and ideation process, I created a series of visual artifacts that brought concepts to life and enabled deeper engagement with both users and stakeholders.

These included:

Low-fidelity wireframes to quickly iterate on core flows and test early design hypotheses
Medium- to high-fidelity wireframes to refine interaction patterns and layout decisions
Visual design mockups to explore tone and alignment with Lenovo’s brand system and special Lenovo Aura edition branding

These deliverables played a critical role in facilitating collaboration across design and research teams, while also enabling faster, more focused feedback during user testing sessions. They served as living tools to align the team around user needs and guide the evolution of Smart Care’s experience.

Definition into Design

With foundational insights in place, we synthesized research findings into clear design opportunities and guiding principles. Our team aligned on key user needs, business goals, and experience drivers to frame a unified vision for Smart Care.

Definition into Design

Design

My role focused on translating strategy into tangible design artifacts—from wireframes to high-fidelity prototypes—while keeping accessibility, scalability, and brand alignment at the forefront. Every decision was informed by user insight, stakeholder input, and a shared vision of delivering a support experience that feels simple, helpful, and human.

Process Considerations

Agile Method

Our agile sprints allowed us to move quickly while staying responsive to feedback. I led mobile UI design across all sprints, building a flexible design system in Figma that supported both rapid iteration and long-term scalability. Each sprint delivered a fully designed feature set—from onboarding flows to the support dashboard—and I worked side-by-side with our developers to ensure smooth handoff and implementation. The Product Owner played a key role in sprint planning and prioritization, while I focused on maintaining design consistency, usability, and accessibility.

Agile Method

Iterative Desgin & Testing

Throughout the design phase, we conducted multiple rounds of user testing to validate and refine key elements—particularly around iconography, navigation flows, and clarity of support interactions. These rapid feedback loops helped us uncover usability issues early and evolve the experience in ways that resonated more deeply with users.

Iterative Desgin & Testing

Homepage iconography exploration:

Driving the Design

How I designed and guided the experience

Design Team Lead

As Design Team Lead, I guided a small, focused team of UX designers throughout the Smart Care initiative. I was responsible for setting design direction, running critiques, and ensuring consistency across platforms. My role involved balancing vision with execution—supporting individual designers, aligning with cross-functional partners, and advocating for user needs at every stage. I fostered an open, collaborative environment where feedback and iteration were integral to the process. This leadership ensured that the team delivered thoughtful, high-quality work that scaled across mobile and desktop experiences.

Design Team Lead

mobile screens delivered

Mobile iOS & Android App

In addition to leading the team through the discovery and initial design phases, I also personally designed and delivered all final mobile screens for Smart Care. From early low-fidelity wireframes to polished, high-fidelity UI, I shaped the end-to-end mobile experience with a focus on clarity, accessibility, and brand alignment. I collaborated closely with engineering, product, and marketing partners in an Agile workflow—refining user flows, testing iconography, and iterating on interaction patterns. My goal was to ensure that Smart Care on mobile felt simple, proactive, and human, especially for users seeking support on the go.

Mobile iOS & Android App

Figma file, mobile delivery:

Zoom in on Chat flow delivery:

PC Experience (within Lenovo Vantage)

While I wasn’t directly responsible for designing the PC feature page, I guided the UX team through its development within the Lenovo Vantage application. I provided design direction, reviewed concepts, and helped ensure that the desktop experience aligned with the broader Smart Care vision. I also partnered with product and engineering teams to support design feasibility and implementation quality. This work ensured the experience was not only consistent with mobile but also optimized for desktop usage patterns—contributing to a unified, cross-platform support journey.

PC Experience (within Lenovo Vantage)

Figma file, PC delivery:

Product Brand & Marketing Assets

In addition to product design, I also delivered key branding and marketing assets to support the launch of Smart Care. This included the Smart Care icon design, crafted to align with Lenovo’s broader brand system while standing out in both mobile and desktop environments. I also created App Store assets, including copywriting and promotional visuals such as screenshots that clearly communicated the app’s value proposition and core features. These materials were designed to maintain visual consistency, capture user attention, and support a cohesive go-to-market strategy across platforms.

Product Brand & Marketing Assets

Figma file, app store materials delivery:

App icon exploration:

Deliver

The Smart Care app launched on both iOS and Android, giving Lenovo users a new way to manage their devices and access real-time support. My final deliverables included a comprehensive set of mobile screen designs, a component-based design system, and redlines for development. I also contributed to QA and provided design guidance during final build reviews to ensure the product shipped with integrity.

PC Experience

Easy access via Lenovo Vantage

Smart Care comes with Aura edition PCs and can be found in the Lenovo Vantage Application.

Easy access via Lenovo Vantage

Smart Care comes with Aura edition PCs and can be found in the Lenovo Vantage Application.

Easy access via Lenovo Vantage

Smart Care comes with Aura edition PCs and can be found in the Lenovo Vantage Application.

Remote Desktop

You can consent to a remote desktop session with the agent, where the agent can debug issues remotely.

Remote Desktop

You can consent to a remote desktop session with the agent, where the agent can debug issues remotely.

Remote Desktop

You can consent to a remote desktop session with the agent, where the agent can debug issues remotely.

Mobile Experience

Homepage

Quick access to support and the knowledge base.

Homepage

Quick access to support and the knowledge base.

Homepage

Quick access to support and the knowledge base.

Support options

Choose to chat, call, or video call with an expert.

Support options

Choose to chat, call, or video call with an expert.

Support options

Choose to chat, call, or video call with an expert.

Live Chat

Start a chat for immediate assistance with a live agent.

Live Chat

Start a chat for immediate assistance with a live agent.

Live Chat

Start a chat for immediate assistance with a live agent.

Send Attachements

Share the hardware and driver information with the agent via your camera, photos, files, or a device snapshot (created in Vantage).

Send Attachements

Share the hardware and driver information with the agent via your camera, photos, files, or a device snapshot (created in Vantage).

Send Attachements

Share the hardware and driver information with the agent via your camera, photos, files, or a device snapshot (created in Vantage).

Live Call

Call a live agent now or schedule a call back.

Live Call

Call a live agent now or schedule a call back.

Live Call

Call a live agent now or schedule a call back.

World Facing Camera Call

Call a live agent and show them the issue you are encountering with a live call plus the utilization of your phone's world facing camera.

World Facing Camera Call

Call a live agent and show them the issue you are encountering with a live call plus the utilization of your phone's world facing camera.

World Facing Camera Call

Call a live agent and show them the issue you are encountering with a live call plus the utilization of your phone's world facing camera.

Knowledge Base

Explore device specific Articles, Videos, and User Guides.

Knowledge Base

Explore device specific Articles, Videos, and User Guides.

Knowledge Base

Explore device specific Articles, Videos, and User Guides.

Troubleshooter

Get step-by-step guidance for resolving issues.

Troubleshooter

Get step-by-step guidance for resolving issues.

Troubleshooter

Get step-by-step guidance for resolving issues.

Device Management

Mobile exclusive: Manage multiple devices under one Lenovo ID on one phone. Allows you to easily track the status and support needs of multiple devices without switching between different accounts or platforms.

Device Management

Device Information

View all of your devices' details such as serial numbers, warranty statuses, support information, and ticket statuses all in one place.

Device Information

View all of your devices' details such as serial numbers, warranty statuses, support information, and ticket statuses all in one place.

Device Information

View all of your devices' details such as serial numbers, warranty statuses, support information, and ticket statuses all in one place.

Asynchronous Support

Submit concerns or device support request via Forms and eTickets or a Call Back Request to get elite tech support around your schedule.

Asynchronous Support

Submit concerns or device support request via Forms and eTickets or a Call Back Request to get elite tech support around your schedule.

Asynchronous Support

Submit concerns or device support request via Forms and eTickets or a Call Back Request to get elite tech support around your schedule.

Call Back & Forms

Let an agent know what concerns you have and they will research it and contact you back via the method you select, either a call, chat, or an email.

Call Back & Forms

Let an agent know what concerns you have and they will research it and contact you back via the method you select, either a call, chat, or an email.

Call Back & Forms

Let an agent know what concerns you have and they will research it and contact you back via the method you select, either a call, chat, or an email.

eTickets

Submit a service request to Lenovo Support.

eTickets

Submit a service request to Lenovo Support.

eTickets

Submit a service request to Lenovo Support.

Debrief

Smart Care was a milestone project for me—not just because of its scale, but because of the impact it made. I grew as a design leader, balancing hands-on UI work with team collaboration, stakeholder communication, and iterative design in an agile environment. Most importantly, I saw how thoughtful UX could turn a stressful tech problem into a streamlined, human-centered solution. It was a privilege to design something that helps people feel more supported, empowered, and in control of their technology.