Project Goal

To design a new billing visibility and functionality for Comcast's Mobile service provider's application, improving the customer experience by providing more control and transparency over their billing and data usage.

01: View and pay their bills.

02: Monitor their mobile data usage.

03: Switch their data usage type (e.g., from shared to individual plan).

04: Track their data consumption to avoid overage charges.

05: Manage their data plans to optimize costs.

Outcome

Provides customers with a more user-friendly and efficient way to manage their bills and data usage. The new features empower customers to:

01: Easily view and pay their bills, reducing confusion and late payments.

02: Monitor their data usage in real-time, helping them avoid overage charges.

03: Switch data plans directly through the app, providing greater flexibility and control.

Problem

Customers found it challenging to access and understand their bills, leading to confusion about charges and payment deadlines.

Lack of data usage visibility: The app didn't provide clear or real-time data usage information, making it hard for customers to manage their consumption.

Inflexible data plan management: Customers had limited options to change their data plans or usage types directly through the app.

Learnings

User-centered design is essential: EFocusing on user needs and pain points leads to more effective and satisfying solutions.

Data visualization is crucial: MPresenting complex information, such as data usage, in a clear and visual format improves user understanding.

Iterative testing is vital: Gathering user feedback throughout the design process helps identify and address usability issues early on.

Collaboration is key: Close collaboration between designers, developers, and stakeholders ensures a smooth implementation and a successful product.

Process

01: Research and ideation

02: User flows and UX impact maps

03: Wireframes

04: Conceptual designs

05: Final designs

06: Implementation and growth

Responsibilities

As the lead designer for this project, I was responsible for conducting user research to understand administrator needs for mobile member billing requirements, designing the user interface and workflows for billing, creating wireframes and interactive prototypes, conducting usability testing, collaborating with developers on the technical feasibility and implementation of the design.