Leveraging analytics and user testing data to improve Spectrum.net/support
Overview
Success Metrics
Stakeholder engagement by producing “How might we questions to generate next design sprints.”
Duration
2 Month
Process
Knowns
Spectrum connects more than 28M residential and business customers in 41 states.
Every 10 months, tens of thousands are spent at Spectrum call centers resolving internet connectivity issues.
12% of support page views related to internet connectivity issues result in a call.
19% of these calls are resolved via power-cycle.
Research Questions
How can we reduce the number of call centers that could be resolved with a simple power cycle?
What are the most pressing issues from the customer’s perspective?
Goal
Understand the context of the issues customers may face to generate hypothesis problem states for stakeholders.
Thematic Analysis
I analyzed over 700 customer feedback too uncover pain points and themes.
Analysis Process
Get Familiar - Thoroughly review the data I was working with.
Code - highlight sections of text with similar sentiments and context and create shorthand labels.
Generate themes - The codes began to follow a trend, which I grouped to create themes for further analysis.
Quantifying customer sentiment - I manipulate the data using Excel to generate statistics of the customer comments.
Breakdown of Themes
[Image]
Some of the Comments
“I actually want to talk to someone, so I can tell them exactly what the problem is.”
“Im in an outage and Game of Thrones is tonight on HBO. I would like to see the last game of thrones. Thank you for helping me.”
“All you have to say is “Turn it off and on”. It is not good enough.”
Insights
Many customers type “internet” into the search bar, which is too vague to generate good support article results.
Customers want additional troubleshooting steps other than completing a power cycle.
Customers feel frustrated and patronized when they are given redundant advice to power cycle their equipment.
Customers want more information regarding the nature of their outage such as “when will it be resolved” and “what is the cause fo the outage?”
Stakeholder Feedback
Stakeholders loved the updated flow and committed to prioritizing improvements in addition to what was originally scoped, allowing me to accomplish Design Goal #4, “Secure stakeholder buy-in for experience-enhancing redesigns.”
Validation
I presented the designs to 7 users for usability testing to validate my designs before dev handoff and implementation.
7/7 users successfully finished onboarding.
Conclusion
After implementation, analytics revealed an awesome 37% increase in Panelist retention after onboarding. This means the user used the app for 2 weeks after completing onboarding.
Challenges
Articulating Design Designs
Faced with a tight deadline and collaborating with a new team, I prioritized building trust with key decision-makers to ensure my stakeholders felt understood and confident in my decision-making process.
Empower Stakeholders
Assigned to redesign only the user preferences flow, I proactively addressed design debt concerns by also revamping the Get Started flow. Empowering stakeholders to make informed decisions for the user, I presented the design, allowing them to witness the potential improvements firsthand.
Takeaway
Discover Resource-Effective High-Impact Design Choices
Following this project, even amid tight timelines and uncertainty, I am committed to consistently identifying and implementing impactful improvements that enhance the user experience.
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