Client: Comcast
Role: UX Designer, sole designer on project
Location: Philadelphia
Timeframe: 2016
Brief: Observe and report on user research sessions to inform web app sunset messaging and competitor analysis of customer support journeys
The X1 team was undertaking a series of user research tests to uncover hidden insights in how users understood key functionality and how these features compared to competitor applications, namely customer support user flows.
I was responsible for not only shadowing the lead researcher but prepared a PDF document detailing customer support journeys in competitor apps. I also prepared UI specifications for TVGo sunset marketing designs.
Patterns in Customer Support Journeys
Challenge
Attend user research (usability testing, eye tracking) sessions to understand how Comcast products can be improved from a competitive standpoint. Also, produce UI specs for final sunset messaging of web streaming app, TVGo.
Solution
Based on brand guidelines, created visual designs for sunset marketing. Also produced a PDF report detailing customer support user flows in competitor applications.
“Define what the product will do before you design how the product will do it.” – Alan Cooper
Early design systems influence customer behaviors in unseen ways. Learning about multiple products at once while transitioning to users to a new language was a task that should take more than several weeks and since this time I’ve learned to absorb design systems with more questions but careful considerations of long-term impact.