Microsoft Casual Games.
Producer-led migration from the Zendesk help center to Xbox Support — 12+ casual game titles, full accessibility compliance, zero user disruption at launch.
View live support site →
- Role
- Producer · Microsoft Xbox
- Migration
- Zendesk → Xbox Support
- Titles
- 12+ casual games
- Compliance
- WCAG 2.1 AA · Multilingual
- Stack
- Internal CMS · Zendesk · Localization
- Status
- Shipped · Operating
Two platforms, one seamless transition.
Producing across two CMSes.
As a content producer at Xbox, I led the support migration for Microsoft Casual Games — managing the transition from the Zendesk help center to the Xbox Support platform. The dual role involved maintaining and updating content on both platforms during the transition, ensuring a seamless experience for users moving to the new support.xbox.com infrastructure.
Working closely with PMs and backend developers, I coordinated the content migration while continuing to support the existing Zendesk platform until the transition was complete — managing parallel updates, implementing redirects, and training support teams on the new platform.
Rebuilding from the inside out.
During the migration, I worked deeply in both platforms — maintaining legacy content while constructing the new support experience. Coordinated updates, prepped content for localization, and managed the structured transition of forms, articles, and metadata across platforms.
From accessibility compliance (WCAG 2.1 AA) to visual QA, device testing, and link validation, every asset and interaction was polished and production-ready. After launch I continued supporting the new platform — page builds, feedback forms, partner coordination — ensuring zero downtime through the transition.
Six surfaces, one platform.
01 — Support hub
02 — Article + assistance
03 — Feedback form
04 — Jigsaw deletion guide
05 — Game support page
06 — Troubleshooting
A scalable, standards-driven publishing pipeline that supported both legacy continuity and modern platform integration — across browsers, devices, and global markets.
Drag the slider, see the change.
Legacy UI
- Text Blocks
- Manual Nav
- One View
- Static Pages
New UX
- Modular Cards
- Guided UX
- Contextual Flow
- Dynamic Surfacing
The redesigned interface offers a more intuitive and streamlined experience for users.
Two CMSes, one team.
Publishing
systems.
Two CMSes running in parallel through the migration window — legacy Zendesk continuity alongside the new Xbox Support build.
- Internal Xbox CMS
- Zendesk CMS
- Localization pipelines
Production
assets.
Visual QA, asset prep, and screen capture for help articles, troubleshooters, and post-migration form flows.
- Photoshop
- Snipping tool
- Asset QA passes
Live
standards.
Every shipped surface tested live across browsers, devices, and locales. Accessibility held to WCAG 2.1 AA from day one.
- WCAG 2.1 AA
- Cross-browser testing
- Mobile testing
Three numbers, zero downtime.
12+
Game titles migrated
100%
Accessibility compliance
Zero
User disruption at launch
Key achievements
- Migrated hundreds of support articles and forms across 12+ casual game titles.
- Ensured full accessibility compliance and seamless UX across devices and locales.
- Reduced support ticket duplication through clearer self-help structure.
- Successfully sunset legacy site with no downtime or user confusion.
Three takeaways, still useful.
Migration
planning.
Proactive mapping of legacy structures to new platforms ensures cleaner launch timelines.
Accessibility
first.
Building WCAG-ready content from day one avoids backtracking and improves usability for all.
Cross-team
sync.
Frequent syncs with PMs, design, and localization teams reduced friction across publishing and QA stages.