Account Services Experience
I led the UX design for Optimum’s customer dashboard, aimed at enhancing the user experience for managing internet, TV, home phone, and mobile services. The goal was to streamline account access and make it easier for users to navigate and manage their services. I focused on redesigning key areas such as user access to account services, presenting upgrade options, and issues with their account. This redesign enhances both customer satisfaction and engagement by simplifying the self-service process and reducing the need to contact customer service.
My Role:
Product Design Lead / Manager
Timeline:
June 2024 - Nov 2024
Original Account Services Design
When customers logged into their accounts to access their services, they were often met with a cluttered, unintuitive interface that made it difficult to find or manage key services. Important features were buried under confusing navigation, and essential tasks like upgrading services, reviewing bills, or accessing special offers were not clearly highlighted.
Pain Points:
The Customer Service team handles an average of 200,000 calls per year, which incurs significant operational costs for the company
Navigating the site was confusing, with key features hidden under layers of clutter, making it difficult to use effectively
There was little opportunity to present the user with available promotions and offers
Redesign approach
Provides a sleek and modern design with clearly defined sections for easy navigation. Includes a dedicated offers section and an alert section tailored specifically to the user's account.
Starting with a new Dashboard
Prioritizes key service items — Shows available offers and add ons
Delivering user-focused a solution
My role was to design an intuitive self-service user experience, ensuring customers could easily interact with their accounts. The process included gathering requirements from stakeholders and conducting weekly check-ins with rapid design prototyping.
