In 2016 I was tasked with overhauling what’s known as the OAC or “Online Account Management.” It’s one of the core web experiences for SiriusXM customers which allows them to add/remove/change their subscriptions and update their billing information. This is the most rigorous UX process of any project that I’ve done.
- New look and feel: The current look and feel hadn’t been touched since 2010.
- Better expose self-serve functionality to users in order to drive down call volume.
- Increase sales by surfacing more upsell and upgrade CTAs through out the experience.
- Soften the experience by introducing positive feedback and friendly language.
Research and Planning
Research for this project was rigorous. It encapsulated nearly a month of interviews and analysis.
- Interviewed business owners to understand the legacy billing logic.
- Looked into analytics to understand how user are navigating through the current billing system.
- Analyzed a year’s worth of customer satisfaction surveys.
- Card sorts: Are we using the right taxonomy?
- Heuristic Analysis: Were there any obvious dead-ends in the user pathways?
First Round Wireframes
- We started out with rough wireframes and then realized the core of the experience was about organizing specific information, so we switched to higher fidelity wireframes
- Explored top navigation, side navigation task-context navigation.
- The wireframes developed concurrently with our stakeholder interviews and research, updating the wireframes along the way.
- 6 test subjects from a variety of ethnic, income and education backgrounds.
- Each user was given a two part test, with a different layout for each part.
- Users were asked to complete basic tasks like paying their bill, adding a subscription and changing their account information.
- Measured time-to-task and accuracy.
- Users had difficulty understanding their subscriptions across both prototypes.
- Users also struggled to understand expander / dropdown affordances.
- Incorporated lessons from the user testing and the other prototype.
- Despite looking fairly polished, these are wireframes. There are a few small visual design issues to work out.
- Usability testing can be resource intensive. It takes a lot of work to build the list, facilitate the design and analyze the data.
- Usability testing will reveal a lot of unexpected information about how users perceive and complete tasks.
- This project was a rigorous effort in deciding how to reveal information to a user.