This was the product of a group brainstorm whereby we wrote down all of the tasks associated with account management and sorted them based on click path depth and by task grouping. We then rolled this into guidance for the dashboard or 'home' page for account management.
OAC Card Sort
Using Optimal Sort, we sent out surveys to two groups of ten people (twenty people total). We see here that there was only ambiguity around a few topics and that we could move forward with a minimal UI.
User Task Pathways
Map of user pathways through the SiriusXM account management site. "Review Latest Statement" was reflective of the user trying to piece together a story about their billing history and was the originator of volume into the call-center.
Old OAC - Billing History
This is the old billing page that was the focus of a lot of our research. Looking closely at this page and you'll find out that it was displaying transaction receipts instead of billing summaries. Additionally, there were issues with how we presented account credits and displaying subscription level billing separate from account level billing.