Frontier Usability Study (Mobile Tech Portal App)
As the lead user-experience designer, I led an on-site usability study for Frontier Communications' internal app, which was designed to manage cable technicians' jobs and maintenance schedules.
Project Goals
Enhance the user interface and experience for cable technicians by addressing identified pain points and weaknesses in the existing system.
1.Consolidate multiple legacy systems into an intuitive and user-friendly interface
2.Improve operational efficiency for cable technicians, resulting in more serviced customers.
3.
Context
Frontier is the largest pure-play fiber provider in the U.S. Driven by their purpose, Building Gigabit America®, they deliver blazing-fast broadband connectivity that unlocks the potential of millions of consumers and businesses. Revenue: 6.41 billion USD (2021)
Role: User Research Lead
Tools: Conducting interviews, surveys, card sorting exercises, and focus groups
Year: 2020 - 2021
Leading a team in the DFW area and Southern California, we interviewed cable technicians to identify pain points and challenges within the existing system. Additionally, we collaborated closely with management supervisors to understand the weaknesses of the current application.
Following the interviews with cable technicians, I leveraged the insights gathered to create sketches and wireframes, which were then presented to the client for feedback. Through iterative testing and refinement of the prototype, we ensured that the final product addressed the identified pain points effectively before handing it over to the visual designers. Throughout the project, I was actively involved in the daily management of the work until its completion alongside the development team.
One of our most significant challenges was consolidating multiple legacy systems that aggregated data, transforming them into an intuitive and user-friendly interface. This interface enabled technicians to log in and handle their jobs swiftly and efficiently, increasing the number of serviced customers.
Project Results
Frontier's reimagined digital experience has elevated customer satisfaction and showcased tangible improvements through rigorous usability testing and subsequent app redesign.
Incorporating an intelligent content strategy and intuitive way-finding elements has led to a 20% reduction in task completion time, ensuring a more streamlined and user-friendly interface.
The successful integration of legacy systems into the new interface has significantly bolstered call efficiency between service calls, a metric that reflects a practical impact on troubleshooting capabilities. Usability testing played a crucial role in identifying and addressing pain points, resulting in a smoother and more efficient system for technicians.
Moreover, our targeted efforts have yielded a substantial 15% improvement in the conversion rate of cable technicians. This metric underscores the effectiveness of the redesigned app in enhancing user engagement and proficiency among technicians.
In addition, our focus on collaboration has contributed to the redesign's success and strengthened teamwork among members dispersed across different geographical areas. This collaborative approach, rooted in the insights gained from usability testing, has proven instrumental in achieving a successful app redesign that aligns with the evolving needs of both customers and technicians.
Onsite research with a mobile technician.
“How do I explain what I do at a party? The short version is that I say I humanize technology.”
— Fred Beecher, Director of UX, The Nerder