In collaboration with Google’s technical support leads, I conducted a thorough needs analysis to understand the most common hardware issues and call drivers. Through this process, we identified key areas where agents needed a structured approach to guide conversations and narrow down issues. By incorporating open and closed ended questioning, we ensured that the infographic presented troubleshooting steps that aligned with Google’s customer service standards. The concept was further developed into an intuitive funnel-like design that guides users from identifying broad issues to pinpointing specific solutions, making the troubleshooting process easier for both agents and customers.