FN Dashboard | Megan-Huston

FIRST RESPONDER NETWORK AUTHORITY

FIRST RESPONDER NETWORK AUTHORITY

Redesigning the First Responders' Dashboard

My Role

UX Strategist – Conducted customer interviews and brain storming session with users and stakeholders, created the experience brief, concepts, wireframes and comps to assisted with the prototype for user feedback.

The Problem

The Premier flows do not support the needs of our First Responder sub-paid customers. The Premier pages and flows were designed to help large businesses service their accounts, view and pay their bills and shop. The paths to important information and task flows on the current dashboard were unclear and overly-complicated for a First Responder sub-paid user who, in essence, is a typical consumer who expects a simple account management and shopping experience. Overly long page-load times (minutes, in some cases) add to the frustration of the user and generate calls to Care.

The Solution

Designed a scalable, personalized modular dashboard experience with a holistic navigational structure. Increased proficiency on key tasks such as, pay single/multiple accounts bills, view wireless usage, upgrade device, ability to enroll in autopay and paperless billing, account management and more.

DISCOVERY

Key Activities & Findings

We looked at multiple data points to identify areas where we could improve.

Think Aloud Interview

Cannot find information or links in navigation
Layout is counterintuitive
Account setup was difficult
Purchasing process needs streamlinging

Expert Reviews

No easy way to make payments
No positive/negative AutoPay indicator, difficult to check status
User interface varies across platforms

Customer Feedback Survey (Opinion Lab)

"Billing and account set up are a real pain."
"it's probably a crucial service for government agencies, but the account site access and billing is sub-par."
"The website is not well laid out. There is no way to pay your bill online."

First Responder Customer Types

First Responder Subscriber-Paid Customer (65%)
First Responder, Agency-Paid Customer (35%)

Adobe Analytics - Top Tasks

Pay Bill (35%)
Setup Autopay (15%)
View Bill (13%)
Shop (12%)
Account Management (10%)

Figure: Usability Problem Matrix and Opinion Lab

Figure: B2B Wireless Platform Personas

Figure: Dashboard - Before

Figure: Billing - Before

Figure: Task Flow Analysis

STRATEGY & DESIGN

Creating the Minimum Viable Product (MVP)

We gathered our best ideas to create the right solution.

Approach

Bring information and tasks to the user
Only present content relevant to the user
Present a unified whole "single site" experience
Incorporate responsive design

Vision

Reduce page load times
Reduce the number of steps
Ability to pay single/multiple accounts from the dashboard
Add alerts to dashboard
Ability to view wireless information such as devices, plans, and usage
Ability to view information related to device, plans and features on the dashboard
Provide autopay opt-in/opt-out functionality to the dashboard
Provide Autopy Alerts
Ability to manage customer information from the dashboard

User Experience - Best Practices

Define the purpose of the dashboard
Choose the right representation of the data you want to display
Combine reporting with activities, but allowing users to interact with the report data to complete their tasks
Provide only relevant information and prioritize tasks so that users know what they need to do
Provide personalization rather than customization
The best dashboards tend not to include more than 6 cards in their initial view
Avoid making every element into a task that users need to complete