XFINTITY Mobile App

  • ClientXFINITY

  • Year2015

Client: XFINITY Mobile

Agency: Citizen

Role: Senior UX Designer / Senior Interaction Designer / Senior Researcher and Writer

Project Description: 

To achieve XFINITY Mobile’s goal of creating a user friendly, mobile first self-care customer experience, I was tasked with creating, developing, and documenting the user experience journey for the customer support portion of their responsive website and mobile experience. It was my responsibility to help define and build the foundation for a new mobile customer support experience. My primary focus was to help enable customers to engage in self-care solutions, increasing XFINITY customer satisfaction, while reducing costs for support infrastructure and management. I was involved with engaging in an intensive process planning, defining and delivering an HTML5 and web portal front-end for desktop, tablet and mobile devices. I was involved in collaborative sessions with XFINITY and the core design teams. I was tasked with helping the team to audit existing customer experiences and audit existing research materials, API’s and product features, while providing market research, developing customer personas and creating documentation, wireframes, and styleframes that directly influenced and guided, information architecture, usability testing, visual language, app and website functionality.

Customer Support Information Architecture Model:

User Experience Wireframing and Documentation (Mobile):

User Experience Wireframing and Documentation (Tablet):

User Experience Wireframing and Documentation (Desktop):

User Experience Wireframing and Documentation (Mobile):

User Experience Wireframing and Documentation For Live Chat Customer Support (Mobile):

User Experience Wireframing Transition To Visual Design (Mobile):

 

User Experience Wireframing Transition To Visual Design (Desktop):

Complete Documentation Examples:

Xfinity_UX Documentation_1

Xfinity_UX Documentation_2