Concept Driven Design

Charter Communications

Web and native experiences for self-service, cable subscription and services management.

Charter Communications, a national cable, Internet and communications provider, was committed to update and modernize the web and native customer experiences using self-service as it’s fundamental concept.

solution

The overarching goal was to create solutions that empowered customers to solve problems without a support call, or worse, an on-premise visit. Updated functionality allowed customers to troubleshoot and fix modem errors, test and optimize modem and router speeds, setup a WiFi network using a conversational step-by-step interface, allow granular parental controls on all connected devices and update account settings.

All functionality was concurrently designed for the responsive web and native iOS and Android applications.

roles

UX concepting
UX web design
UX/UI native design
Journey maps

approach & techniques

As a member of Charter’s internal design group I helped create UX solutions that ran the gamut of customer facing services including Internet service and equipment management, WiFi setup, parental controls, connected home and account settings.

Team collaboration • Competitive research & evaluation • Rapid design iteration • Rapid UX prototyping • Prototyping • AGILE development • Third-party integration

Deliverables

— Created by Field Kit Design and Matt Albright for Charter Communications. —