❄️ Seasonal Management Service

Overview

Client: Spectrum: Charter Communications

Role: UX/UI Designer

Tools: Figma

Introduction

Transforming Service Management for Spectrum's Customers

Our team played a pivotal role in crafting an intuitive and user-friendly experience for both residential and business customers. Seasonal Suspend was a transformative project aimed at enabling users to seamlessly manage changes in service, particularly focusing on discounted seasonal rate plans, across multiple platforms including spectrum.net, MSA, and spectrumbusiness.net.

Through collaborative design processes and iterative refinement, our team contributed to delivering a solution that empowered users to efficiently navigate their service transitions, ultimately enriching their experience with our Spectrum services.



Spectrum Residential and Business Customers can manage Change in Service through our Seasonal Suspend Platform



Presently, our valued customers are required to call customer service to adjust their seasonal rates and plans. We aim to offer a streamlined solution to simplify this intricate process for them.



Whiteboarding Session: Our team aimed to comprehend the primary actions our customers would undertake in this user journey and how they would be portrayed through our new design style.

Planning: Business Needs & Design Goals

Stakeholder Alignment for Enhanced UX

With the intention of introducing a new focused flow we met with stakeholders to review and ensure alignment with business goals and objectives. This involved iterative discussions and feedback loops to refine the design direction and ensure that the user experience strategies were closely aligned with the overarching objectives of Spectrum's service offerings and business goals.

Business Goals

• Decrease Customer Call-In-Rate
• Ability to Manage their Current Plan
• Create a new Seasonal Plan
• Responsive Design (Mobile & Web)
• Use of our NEW Design System

Design Decisions

Comparison Map

By providing a simple way to compare plans, our customers can make a more informed decision.

Entry Points

• Plan Details (Page Alert): Alert is only present for customers who are currently using the management platform. The alert will show current plan and date details.
• Plan Details (FAQs): Area where customers can view their plan information.
• Support Articles: When customers search for Seasonal Suspend they will find an entry point to the management flow.



User Flows

Final User Flow

Technical Limitations & Design Iterations

Edge Cases & Simple Solutions

• Loading times for customer plans may exceed 5 seconds. To improve user experience, we implemented a loading spinner with dynamic content to indicate that their information is being loaded.
• Depending on whether customers have internet included in their current plan, not all customers will be offered the same plan type. Accordingly, two distinct experiences were developed to present customers only with the plans relevant to their eligibility.
• Customers ineligible for Seasonal Suspend were provided with a roadblock, accompanied by contextual information and support articles, to educate them and prevent them from attempting to access services they are not eligible for.