DIRECTV satellite customers have many technical issues and need customer support to fix. I took a deep dive into the customer care call log to identify the top user problems. I created ways users could fix issues themselves. This saves our customers time and greatly reduces call volume and cost to the business.
The Challenge
DIRECTV satellite customers face multiple playback issues due to weather, connection issues or failing hardware.
The What
Empower users to help themselves while reducing CARE call costs for the business. How can we keep users entertained during times of technical difficulty?
The Teams
My teams UI, UX / UX research, Copy writers
Partner teams, Engineering, Product Management, CARE (customer call centers)
The Work
Analyze three years of call data to identify solution areas.
Align tone and voice across copy on all video products.
Collaborate with Development and Product to agree on direction and roadmap.
Redesign error messages with paths for users to continue to enjoy content during signal outages.
Informed the user if they could resolve the issues themselves.
Results
Calls dropped by 75% in the first nine months saving the company 100s of thousands dollars per year.
Increased users satisfaction with the ability to finish their program in low res.
DIRECTV satellite has 17 million subscribers.
Due to several circumstances a user would experience picture loss. The existing error design did not account for the different error cases and gave the user a single path to fix their signal. This lead to expensive phone calls and technician home visits.
Every customer got the same instructions regardless of error type.
The ad team wanted to advertise when uses hit pause on their devices. I created a prototype to replicate and test the experience to identify the best customer experience while generating ad dollars.
AT&T TV was a massive team effort to provide our customers a streaming alternative to cable while still maintaining the feel of the premium the DIRECTV experience. During development the team faced a major crossroads as our search algorithm was unable to provide the personalized recommendations our platform was designed around. There was a refocus and redirection of the project 9 months prior to launch. In the end we pivoted the product to provide the customer experience our users where asking for.
