Customer Satisfaction
Less frustration, happier customers
Success Rate
Increased task completion rate
Site Performance
Faster page load times
The Premier flows do not support the needs of our First Responder sub-paid customers. The Premier pages and flows were designed to help large businesses service their accounts, view and pay their bills and shop. The paths to important information and task flows on the current dashboard were unclear and overly-complicated for a First Responder sub-paid user who, in essence, is a typical consumer who expects a simple account management and shopping experience. Overly long page-load times (minutes, in some cases) add to the frustration of the user and generate calls to Care.
Designed a scalable, personalized modular dashboard experience with a holistic navigational structure. Increased proficiency on key tasks such as, pay single/multiple accounts bills, view wireless usage, upgrade device, ability to enroll in autopay and paperless billing, account management and more.
We looked at multiple data points to identify problems and areas where we could improve.
Figure: Usability Problem Matrix & Opinion Lab Comments
Figure: B2B Wirless Platform Personas
Figure: Dashboard - Before
Figure: Billing - Before
Figure: Task Flow Analysis
We gathered our best ideas to create the right solution.
Figure: Site Map
Figure: Users & Permissions
Figure: Task Map
Figure: Flow
Figure: Sketch
Figure: Strawman Wire
Figure: Comp
We created interactive prototypes to validate our solution.
Figure: Usability Readout
An ongoing effort to improve over time.
Figure: Agency Admin Tasks
Figure: Agency Admin Dashboard Wire
Figure: Agency Admin Dashboard Comp