Mobile Device Activation

Background:

The addition of Mobile to Spectrum’s line of services allowed customers to add new lines and mobile devices to their account. To accommodate timelines at the initial launch of this service, micro-sites were set up based on existing applications to provide customers with the tools needed to complete basic account management.

Problem Statement:

Customers with Spectrum Mobile Phone service need a way to activate new or existing mobile devices through the customer account web portals.

Goals:

• Incorporate the service activation features already in use on an existing stand-alone Mobile Service portal into the Spectrum residential and business customer account web portals.
• Identify and resolve user experience issues and apply current design system elements.
• Provide customers with a single tool to manage all of the Spectrum services associated with their account in a seamless and branded experience.

Approach:

1. Review and understand the entire Mobile account customer journey and engineering.
2. Identify opportunities for improvement and rework UX where possible.
3. Apply design systems elements, patterns, and components.
4. Review proposed design with engineering team to validate functionality and programmatic requirements.
5. Review design strategy with stakeholders.
6. Perform UX testing to validate the revised experience with live customers.
7. Adapt to feedback and findings, repeat testing.
8. Breakdown final designs into manageable user stories with clear and accurate requirements.

Customers need to be notified at various interaction points within the activation process. The WHAT, WHEN, and WHERE TO NEXT had to be identified and a system of alerts was designed.

All possible states, views, and interactions were accounted for.