Keysight ⋅ 2025 ⋅ India ⋅ Electronic Test Hardware & Software
Modernizing core experience of Keysight Support Portal
Role
Product Designer
Timeline
8 Months
Team
2x Design Managers, 3x Product Designers
Responsibilities
End-to-end UX & UI Design Process
Context
Keysight Support Portal is a one-stop-shop for raising support tickets and finding solutions for tools and hardware used by design engineers, managers and people alike.
*This project was done in collaboration with TechWish, an IT consulting firm based out of Hyderabad, India.
PROBLEM
40,000+ customers have been keeping up with a legacy portal that does not aid them in finding their support cases.
Customers didn’t know where to start after logging in
Pages were data‑heavy and difficult to scan
With 100,000+ support cases/year, the design couldn’t support Keysight’s AI cases routing
At this scale, even small improvements in clarity or efficiency can affect tens of thousands of support interactions every year.
WHAT WE DID
Over the course of 8 months we focused on:
We learned the portal wasn’t broken at a feature level, it was breaking under the scale, and complexity of its contents.
Conducted rapid heuristics evaluation
Across key pages
Guided and oversaw a deeper audit
For the whole support portal
Critiqued existing design patterns
In KSP’s design system, and also proposed a modular approach
Translated audit insights
To inform layout, hierarchy, and component-level decisions
To solve these foundational problems we:
Proposed a modular page layout approach
Recommended a mobile-first design language
Made components to scale KSP’s design system
SOLUTION
Then we leveraged these insights to reduce cognitive load, and improve scannability over the key pages
Multiple tabs from the Account Settings page
Mobile responsive design
L0 and L1 pages of Service & Warranty
Mobile responsive design
Home screen and interaction in Agreements page
Patterns and screens for mobile
And made the post-log-in experience personalized and contextual, based on customer needs
Post-log in service selection
Post-log in Dashboard
Dashboard metric items
Dashboard on mobile
To improve searchability, we added intelligence by powering the global search using AI
Updated search UI and it's interaction
Search on mobile
CONCLUSION
Shipped to production. Estimated impact:
~10–20%
Reduced post-login drop-offs
~20–30%
Reduction in scrolling
~5–10%
Increase in AI case routing accuracy
~10–15%
Increase in task completion confidence
Impact estimates based on platform scale and standard support‑experience signals.