Launching Comcast Business’s first account management mobile app
Role
Lead Interaction Designer
Team
5 people
Timeline
5 months
Project Background
All of Comcast's competitors in the business telecommunications space had account management mobile apps in market. Comcast did not, even though they were a giant in the industry.
Comcast approached our agency ready to launch a best-in-class account management and voice experience that combined two different apps and ecosystems into one streamlined, easy-to-use mobile app. Available in the App Store
My Role
I partnered with the digital strategist to dive deep into platform analytics and research to validate persona assumptions. Then, created frameworks to evangelize ideas, drive decisions, and gain alignment. Then, defined the architecture, workflows, navigation system and core interactions.
After designing prototypes, I conducted user tests and presented findings. And lastly, I supported the Creative director in applying visual styles and branding guidelines to the mobile app.
My Team
Internal team: Interaction designer (me), Strategist, Creative director, Producer, Director of UX. External team: Comcast VP of UX, Comcast engineers
Understanding the market
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Introducing Comcast Business Mobile
Access your Comcast Business account anytime and anywhere with the Comcast Business App—an innovative, all-in-one tool designed with your business in mind. With streamlined navigation and an intuitive layout, the Comcast Business App makes it easier than ever to manage your account on the go, right from your mobile device.
Will it help me understand my account status?
The mobile app included voice functionality that allows users to call, manage voicemail, transfer calls, store contacts, read voice to text, and more.
Can I pay my account bills?
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My Process
I was engaged throughout the entire process of research, discovery, ideation, building, prototyping and testing the app to designing.
I conducted research on current in market solutions from other company's self service mobile apps spanning the telecommunication industry and apps from other industries.
We started by embarking on an extensive research of personas and of current in market apps from competing companies and similar industries to build the case for a two app approach.
Understanding personas
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Prioritizing functionality
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We documented system architecture in order to communicate early on with development
This helped us communicate early on with development
We documented workflows with precision to keep tabs on the necessary screens, states, and interactions
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Mid-fi prototyping
How I got there
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How I got there
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