I spent the first few weeks onboarding and educating myself on the variety of CB product offerings and how they’re related.
As this was the first Comcast project I worked on (and first telecom), I learned foundational concepts of computer networking and the ins and outs of network management.
We held a few workshops with our stakeholders to understand their vision better.
We held some working sessions that consisted of Q&As and dot voting among others, as well as sitting in on presentations about the different products.
Creating proto-personas allowed us to understand the wide range of users we needed to design for.
Vast gaps in tech knowledge and differing day-to-day experience made this work very tricky but these artifacts kept our users at the forefront of our work
Competitors started prioritizing simple omni-channel management.
Running a competitive and comparative analysis allowed me to uncover the details of similar experiences and pull out the best parts of each to serve as our inspiration.
Problem
Currently, CB offers segmented experiences to manage product offerings across internet, voice, and mobile channels. Users have to log into different dashboards to manage all of their products. This results in a frustrating and time consuming hassle that small business owners don’t like to engage with.
Goal
Create a cohesive and integrated mid-market experience that simplifies onboarding, configuration, monitoring, and issue resolution across services, while helping customers leverage data and insights to more easily and efficiently manage the totality of their networking, communications, and security solutions.
We painted the picture of our user in action.
I spent some time digging into dashboard design.
I wanted to understand the different structural elements that made up a functional dashboard and how we could allow the user to further customize it for their needs.
We kept our user’s responsibilities at the forefront of our design.
Omni-channel alerting was a big part of our effort to keep users informed of their service throughout their day, no matter what they were doing- especially in critical events where immediate attention was required.
We put all of our discovery work together for our stakeholders.
