Comcast Business offers speedy broadband, communication tools, and cloud solutions to businesses of every magnitude. Unfortunately, the applications for small-to-mid-market businesses (SMBs) had become disconnected and varied over time, resulting in a disorganized and cumbersome user experience, with an increase in the frequency and duration of customer service calls. To address this issue, our team endeavored to develop a consolidated SMB services experience that revolves around business internet. This unified experience would allow users to autonomously manage their services, resolve problems, and optimize their solutions. Additionally, it would enable them to explore and acquire new services, as required.
Services: Research UX Design Design Systems
(Preview the app we designed)
Our initial approach was to engage in discussions with small business proprietors regarding their approach to handling internet and internet-related products. This exploration led us to realize that numerous SMB owners encountered difficulties since they had to access several distinct portals to oversee essential functions, time-sensitive data, and troubleshooting tools. These entrepreneurs were also seeking improved tools for issue resolution and more frequent communication while their support team was working on resolving an issue.
Service: Research
We quickly formulated a concept for a unified SMB experience and subjected it to customer testing. Initially, we presumed that SMBs had fewer locations, but our prototype testing revealed that users required more sophisticated troubleshooting tools that could effectively manage multiple locations. Additionally, we discovered that the primary user of the platform was not typically the business owner but an in-house IT specialist. Therefore, we adapted our approach to better accommodate their requirements.
Service: UX Design
(Script Intro & Tasks)
(Tasks, Continued)
(Conclusion)
(User Data Captured via Airtable)
