Expert Services
AWS ProHelp
On-demand, packaged expert help that brings migration expertise to customers at the moment they are blocked. I was the only designer, working with one PM and one dev manager to take the service from idea to private preview.
Final result
Help packages surface in the AWS console info panel — the place customers already look — scoped to the page they are on. Each package states its deliverables before purchase, and every expert profile leads with timezone, AWS domain expertise and past projects, so the choice rests on evidence rather than a job title.
Migration customers have a hard time finding the specific technical expert they need to unblock them in time.
Enterprises rarely keep migration specialists on staff, AWS services are hard to navigate without training, and every migration carries its own edge cases. I interviewed 10 practitioners — Solutions Architects, Account Managers, ProServe consultants — and mapped where the existing help experience broke down.
The opportunity
Bring expert help to the customer in the context of their current task and goal — rather than making them leave, search, and start a procurement cycle.
Outcome
Brought the product from concept to private preview in 2023, closing a real gap in the AWS migration support ecosystem: fast, scoped, task-level expert assistance.