DIRECTV customers have in the past been shown error messages that were confusing and frustrating. The Troubleshoot and Resolve project posed the question: how do we empower our users and reduce calls? After analyzing 3 years of call data, I identified problem areas that could be fixed with UX and copy. The signal loss error is DIRECTV’s largest call driver. By introducing a way for customers to keep watching content while they waited for their satellite signal to recover, we reduced user frustration. This project broke apart different causes of signal loss while directing the user back to content. This reduced costly call volume for these issues by 75% in the first 9 months.