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.

Project Goals

  • 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.

User Testing

  • 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.

Final Wireframes

  • 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.

Lessons Learned

  • 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.