Given their breadth and depth, Comcast Business has several platforms for users to access their services & data. My focus areas were their main dashboard & user management system.
Customers’ needs were no longer being met by the My Account section.
They wanted faster access to their products, and greater functionality.
Important milestones such as installation and account setup were hard to track.
CONCEPT
Create a modular & interactive dashboard that offers information based on context.
Users will see different information based on their role and needs.
The hub’s structure will change based on the status of available services.
PAGE FRAMEWORK
Based on the stated goals, I created a page outline for each known role. Individual modules would ultimately be determined piece by piece.
Some roles would have the same modules as others, but in a different hierarchy.
At least two states of each module need to be designed, based on installation status.
Most components will have a pre-install state, and a post-install state.
Some components would also appear in a transient “Install Complete” state.
INSTALLATION TIMELINE
A major ask for this effort was to allow for better tracking during the pre-install phase.
For Service managers, a full interactive timeline should take front-and-center.
Some accounts only required one day of setup, while others have a “Pre-Wire Appointment” .
Any appointment can be digitally rescheduled up to 24 hours ahead of time.
Appointment that rely on previous appointments must allow 2 days of turnaround.
The Hub needed to improve the experience of any role that interacts with the bill. Setup is prominent for new accounts, gradually transitioning to maintenance. At a glance, you can see balance, due date, payment settings, and potential issues.
We designed several states to account for the multitudes of possibilities.
These become more compact & actionable to give users more efficient access.
The cards will appear slightly differently based on a user’s role.
“Install state” can vary between cards, as each service may have a different status.
During the setup and installation process, customers often have many questions.
Specific, detailed contact info will allow users to locate the right representative.
This module would only appear during the stages before & around installation.
Now that the hub is established, it needs to be expanded to more complex customers.
These customers had multiple locations, each with their own services.
ORDER MANAGER
A new module would be added to track installations across multiple orders.
It tracks the total amount of orders, and the installation status of each location.
At this high level, any site is considered “in progress” unless it’s “complete.”
Each of an account's locations will now have its own installation timeline.
To track how current orders affect previous orders, each timeline will be a running list.
You can filter the timeline to show only specific services, or specific types of activity.
CB clients often used several services, each of which had their own user lists.
These lists weren’t connected, despite often representing the same people.
The user types were rigid, and didn’t allow for the possibility of overlap between roles.
STRATEGY
Combine the users of all services into one overarching directory.
Each service reads the same basic data and adds custom data when necessary.
Allow complex definitions for a user’s roles, which may differ across services.
Managers may need to see granular user data straight from the top-level list.
Or they may want to quickly skim the list with minimal user data .
We created two variations of a user list entry, to be expanded or collapsed. Several actions can be taken directly from an entry in the list.
From the full directory, you can expand & collapse the entire table’s entries.
The search bar actively culls the list as you type, without the need to submit.
A sister page to the directory gives details about the newly defined roles.
Users can be filtered by their services & associated roles, & their activity status.
Roles are optional subfilters for Service. If no role is selected, we show all roles.
Service & role filters are multi-select, but user status is single-select.
Services filter together using “AND” logic, but the services within them use “OR”.
Filters activate clearable “pills” that remain when the filter section is hidden.
This process can be simple or complex depending on the new user’s needs.
On the first step, determine all the services the user will need access to.
A new step is added to the flow to set permissions for each service.
The navigation allows switching between steps as needed.
A profile for an individual user is grouped into several categories.
The first page has basic user details & actions that can be taken.
In the “Services” tab, each product team can include a mini-dashboard.
The “Access Details” tab allows viewing and editing at a service-by-service level.
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