Bell Self-Service
Helping Bell customers upgrade or add home services through a clear, guided online flow.
Design Problem
Customers trying to upgrade their home services—like faster internet or TV—ran into unclear eligibility rules, confusing upgrade paths, and dead-end screens. This created high dropout rates and unnecessary support calls. The goal was to make the upgrade experience transparent, predictable, and easy to complete without needing to phone in.
Solution
I designed a streamlined flow with real-time address validation, clear eligibility messaging, and structured fallback options when services weren’t available. The new experience reduced escalation volume and helped customers understand their options without confusion.
Reflection
This project reinforced how much trust comes from clarity. Instead of hiding limitations, we surfaced them cleanly and guided customers forward—making the process feel honest and navigable even when the options were limited.
