§ WORK — SHIPPED · MICROSOFT XBOX · CASE STUDY

Xbox Support App.

On-console support experience — instant access to help, QR-code sharing for mobile follow-along, real-time service status, intelligent topic organization. Help in-game without leaving the game.

Watch on YouTube →

Role: Producer · Microsoft Xbox
Format: Animated case study
Runtime: 2:24
Audience: 30M+ console / month
Pipeline: After Effects · Premiere · Azure TTS
Status: Shipped · −35% support calls

§ 01 — VIDEO BREAKDOWN

Ten moments, 2:24 minutes.

0:00Introduction. Overview of the Xbox Support app’s capabilities for both new and experienced users.
0:15Accessing support. Multiple access points including the profile and system tab, home screen, and search functionality. Personalized when signed in.
0:33Single sourcing & QR. Synced with support.xbox.com. Scan a QR code to read articles on another device while continuing to use the console.
1:03Reading on another device. Detailed look at how to scan and read articles on mobile for convenience and multitasking.
1:13Status notifications. The app surfaces Xbox Live status, account services, and live alerts to keep players informed about disruptions.
1:27Targeted notifications. Banner messages appear based on account type or known issues, guiding users to helpful information.
1:39Help topics. Support content organized into categories such as account, billing, and games. Topics include billboards, subpages, and article groups.
1:58Customization & search. Important content can be pinned. Articles sorted alphabetically and searchable via the top nav.
2:11Summary of features. Recap of convenience features — in-console access, mobile-friendly QR sharing, customization, search.
2:24Additional resources. Encouragement to view related videos and support tools across Xbox platforms.

§ 02 — KEY FEATURES

Six features, one app.

QR code
sharing.

Easily transfer support articles to your mobile device by scanning a QR code — follow along on phone while keeping the game on screen.

In-game
overlay.

Access support content without leaving your game using the in-game overlay — minimal disruption to the gaming experience.

Real-time
updates.

Live service status updates and notifications about known issues affecting your gaming experience.

Intelligent
search.

Quickly find solutions with AI-powered search that understands natural language queries and suggests relevant support articles.

Status
notifications.

Real-time updates about Xbox Live service status and known issues, keeping players informed about potential service interruptions.

Mobile
integration.

Seamlessly continue reading support articles on your mobile device with a simple QR code scan — perfect for multi-tasking gamers.

§ 03 — BEHIND THE SCENES

After Effects, then Premiere.

Custom motion design pipeline — layered compositions, precise timing, waveform color grading, SSML-enhanced narration.

This video was built using a custom motion design pipeline in Adobe After Effects and Premiere Pro. Scenes were animated with layered compositions, precise timing markers, and keyframe easing. Color grading tuned using waveform scopes for consistency and clarity across dark UI elements. Voiceover syncing and audio balancing handled in Premiere — blending SSML-enhanced Azure AI narration with music and ambient sound design for a polished, professional tone.