At Spectrum, I spearheaded the creation of a new product designed to simplify the setup of Internet and TV services for apartment renters.
This involved conducting in-depth usability testing using a blend of physical devices, mobile app wireframes, and QR-coded materials. The insights from this qualitative research were synthesized into detailed user journey maps, personas, and user flows, all tied to a problem statement that was meticulously aligned with current purchase processes and system infrastructure.
In my role as a Senior UX Designer, I tackled the UX team's difficulties in presenting their designs, eliciting constructive feedback, and managing digital assets. Leveraging my managerial background and adeptness in refining UX practices, I instituted a Confluence-driven methodology, complete with project templates, Sketch wireframes, and Axure flowcharts. This initiative markedly improved the team's project oversight, feedback collection, and the creation of potent design deliverables that yielded quantifiable results.
MySpectrum App – Self-Install for New Internet Customer
New My Spectrum Internet customers had many options to setup and install their new Internet service. They could have a professional installation or install themselves. They also had the options to use their own modem or use the Spectrum provided modem.
In order to truly identify the pain points in the current workflows, I began researching and mapping out the user flows along with wireframes of the current screens in the mobile app.
The mobile channel was identified as the most used since the majority of customers had an exisiting Internet connection on their mobile devices that would enable them to setup and activate their new in-home Internet service. It was important to ensure that these new, current and returning customers had a frictionless and enjoyable setup process to not only prime them for success but also build their trust in the Spectrum brand and quality of service.
Once the wireframes and user flows were finalized we went through multiple iterations based on user research and in-person usability testing in user labs and online testing services. This was an incredibly rewarding project to be a part of and to use multiple phases of Design Thinking to produce multiple solutions for customers that would greatly enhance their overall experiences and had a measurable impact on customer call-ins and unsuccessful installations.
Spectrum Ready – New Resident
A new product line that I was able to work on from the initial phases was Spectrum Ready. This is a product line specifically tailored for multi-resident dwellings (apartments, condos, etc.) that already had Spectrum Internet and TV services enabled in the individual units but required residents to sign-up for the service and activate their own personal accounts.
Since this was a new service it was necessary to start with persona driven Journey Maps that would present a proposed process for new residents to follow. There were many unknowns and potential restrictions given the environments and third-party residential managers. It was extremely beneficial to start with properly identifying key personas and their process from preparing to move, moving day and finally setting up the service in their new residence.
We wanted to ensure that everything was ready for them as soon as they got to their new residence so that we would not be adding additional stress to the already hectic process of moving. This again was focused on establishing and reinforcing the Spectrum brand and ease of service and support.