Manage account:
Enabling new customers to reschedule and set up service appointments
Detail: Desktop breakpoint pages in flow
The subscription service product needed a way to provide all users a method to manage their appointment with or without an optional enrollment into their secure personalized hub.
Multiple use cases where indicated where a customer may need to return to the main webpage to schedule or change their appointment - and doing so will require them to create or link to the personalized hub, which is an inconvenience for the user.
The goal is to allow users to self-serve regarding an appointment:
Pre-Order, are now Install-Eligible, and have not yet booked the installation
Active customers with an open trouble or damage claim appointment
Placed a Pre-Order, are now Install-Eligible, and have booked their installation appointment
Placed a Full-Order, and are awaiting their installation appointment
Project contributions:
Led UX design for responsive web app manage service flow and navigation updates
Defined and published new design system components
Developed user flow diagrams
Produced high-fidelity turnover to front end development of full flows in all breakpoints
UX lead for QA user acceptance test reviews
User flow diagrams
The product request document (PRD) stated multiple use cases to achieve based on organic website visits and links from email communications. This refined low fidelity diagram was based on an overall diagram and several use case flows that were reviewed with stakeholders including product manager, information architect, and enterprise information security.
Detail: Full flow diagram
Final desktop flow
Final desktop flow includes required use cases and discovered error states as a result of reviewing the lo-fi diagram work. In this case, the content writer made final updates and this breakpoint became the approved copy version for tablet and mobile.
Detail: Desktop breakpoint pages in flow
Final mobile flow
The mobile flow represents about 50% of our user interaction and duplicates the desktop flow with mobile-specific UI. The buttons, menu, popover, and modals were updated to provide an updated UX and provide low lift to built components for rapid execution.
Detail: Mobile breakpoint pages in flow
Updated design system components
This work provided an opportunity to complete design system components for forms including variants for headline and body copy widths that conforms to best practices.
Detail: Top components in design system for forms
