Device activation redesign
Role: UX team manager
Team: 1 UX designer, 1 visual designer, 1 researcher
With the original Boost pre-paid device activation process, the company shipped their org chart to their customers and customers felt like the process failed more than succeeded. I led the UXD team’s redesign effort by implementing a user-friendly interface, clear instructions, and progress indicators to bridge the gap between a complex backend and a seamless user experience.
Problem
New and existing customers were routinely failing to activate their new pre-paid devices, these failures resulted in returned devices, increased calls to customer service and decreased subscriber numbers.
Approach
Data analysis revealed that customers abandoned the activation process due to complexity and an error prone process. User research also identified a lack of contextual help also impacted customer’s ability to activate devices. The cross-functional team recognized that changes to both the back and front-end would be necessary in order to simplify the customer experience.
Collaboration
White boarding sessions were completed to help understand all the steps to the process and what user information needed to be collected at certain points.
Mapping the existing process was a critically important step to helping the team understand the areas where common errors either on the back or front end were occurring.
Design process
Before moving into wireframes and high fidelity designs, I prioritized early stakeholder alignment. I directed the team’s creation of process maps and flow diagrams. These artifacts helped the team gain alignment on a simplified customer experience and ensured the team had a firm direction as they moved through the design process.
Final design
After finalizing the flow and process, I mentored a junior team member who helped finalize wireframes and high fidelity designs. As one of her first projects, I guided her through the process of creating screen designs based on the design system, ecosystem patterns, and behaviors to achieve a design that fit Boost.com.
Results
Reduction in number of steps to activate a device
Reduced drop off rate in activation process
