NJNeel JaiswalSenior Product Manager · Mint MobileAll work
08 / Digital self-serviceBest Buy

Help customers help themselves.

Connected purchase and ownership: online device diagnostics reduced avoidable support demand, while attached installation services completed the customer job.

At a glance
Role
Product Manager
Period
2016—2019
Team
Digital product, services, and support
Customer
Device owners
Surface
Diagnosis → resolution
  • 10–20%Contact deflection
  • ~15%Services attach lift
Scope cues
  • Resolvefirst-contact intent

02 / Operating system

Digital self-service resolution loop

  1. 01Diagnose

    Identify the customer problem precisely.

  2. 02Guide

    Offer contextual steps and service options.

  3. 03Resolve

    Confirm that the customer outcome landed.

  4. 04Learn

    Feed recurring issues back into product.

03 / Problem

The constraint behind the outcome.

Customers needed help after purchase, but generic support paths created avoidable contacts and missed service opportunities.

04 / Mandate

What I was accountable for.

Help customers solve post-purchase problems digitally while connecting the right service when self-resolution was not enough.

05 / Decisions

The product choices that shaped the system.

  1. 01

    Start with diagnosis rather than channel selection.

  2. 02

    Connect self-service guidance to relevant service options.

  3. 03

    Feed unresolved patterns back into the product roadmap.

06 / What shipped

The product and operating system delivered.

  • Online device diagnosis.
  • Contextual troubleshooting guidance.
  • Relevant installation-service offers.
  • A feedback path from unresolved needs into product planning.

07 / Tradeoffs

The boundaries that made it operable.

  • Deflection is useful only when resolution quality holds.
  • Service attachment must remain contextual rather than interruptive.

08 / Learning

The principle I carried forward.

Deflection is only a healthy metric when the customer’s problem is actually resolved.

09 / Evidence

What the evidence can—and cannot—support.

Support boundary

Results are owner-supplied portfolio outcomes; the diagnostic product itself is resume-supported.

  • Owner-reported outcomeContact deflection

    A digital self-diagnostic experience deflected approximately 10–20% of support contacts.

    • Neel Jaiswal
  • Owner-reported outcomeServices attach lift

    Online installation services increased service attach by approximately 15%.

    • Neel Jaiswal
  • Documented experiencePublished evidence

    At Best Buy, Neel launched a digital device self-diagnostic and troubleshooting experience.