Roles: UX, content design
My deliverables: User flow, wireframes, screen flow, clickable prototype, copy deck
Timeframe: 1 month (Aug 2019)
Spectrum customers who are planning to move their services to a new address needed a way to manage equipment at their current address, or activate equipment at their new address before, on and after their scheduled move date.
They also want to view and correct info we have about their move, understand when billing starts and ends at either address, and know if they can bring their current equipment to their new address.
Research and discovery
To kick off the project, we met with business owners, CX and engineering to gather requirements and understand the moves/transfers process from the business side, as well as the backend systems that support this process. We also got baseline analytics for moves/transfers customers.
I partnered with our embedded researcher and prototyper to test and benchmark the current moves/transfers experience.
I also gathered customer verbatims on moves/transfers from CX and then mapped each verbatim back to a customer need. This activity not only helped our team understand customer needs, pain points and the gaps in the current experience but also helped us prioritize features and content that would address these needs in the new design.
To capture how a customer would manage equipment at their current address or activate services and equipment at their new address, I drew a user flow and reviewed it with our cross-functional stakeholders.
From there, I created wireframes and a clickable prototype to test the initial design, which prioritized features and content that addressed the customer needs we uncovered, including:
•Viewing the info Spectrum has about a scheduled move and being able to correct any errors.
•Understanding when billing ends at the current address and starts at the new address.
•Knowing whether to bring current equipment to the new address, or get new equipment.
Testing our prototype revealed that users felt confident they’d be able to complete their tasks in the proposed experience and understood which equipment they needed to bring with them, but they wanted more clarity on how billing works if they decide to activate their services at their new address earlier than scheduled.
I addressed the feedback we received from our testers by modifying copy on the confirmation modal to note those billing details and make it clear that they would no longer have service at their previous address. I also made those billing details easily available elsewhere in the flow so customers wouldn’t have to remember or hunt for them.
Although some of our proposed ideas didn’t make it into the MVP, our design colleagues were able to use the discovery work we did around customer needs, as well as the wireframes we had tested, to save valuable time designing and testing a related project.
Due to backend limitations, we had to design a stop-gap solution to make sure customers have the appropriate entitlements (speed tiers, TV packages, etc.) if they activate their services after the scheduled move date. Our initial designs helped us have a conversation with backend engineering on prioritizing and building services that would support a more ideal solution in a future release.
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