Design Problem
Customers trying to add new services—like faster internet or TV—faced confusing eligibility rules, unclear upgrade options, and dead-end screens. Support call volumes remained high, and dropout rates during the upgrade process were substantial. This project aimed to make the process transparent, supportive, and easy to do themselves.
Solution
I created a streamlined process that included real-time address verification, clear feedback when services were unavailable, and fallback options to keep users engaged. The updated experience was launched across residential markets, resulting in a decrease in support escalation for upgrade-related issues.
Reflection
This work reminded me that transparency fosters trust. Instead of concealing limitations, we designed around them — providing customers with clarity, even when the answer wasn’t what they hoped for.
