ActiveShare
ActiveShare
A mobile app that empowers DISH customers to upgrade their TV equipment from their mobile device.
A mobile app I designed while on the Customer Journey team at DISH Network.
Problem
ActiveShare solves problems that emerge when customers are looking to upgrade their TV receiver. Existing customers were often on older generation equipment that lacked features they now expected, and that was available, in the current equipment that new customers received. Challenges arose when customers needed to compare the benefits and price of the upgraded receiver against their current equipment.
Solution
ActiveShare took an older pilot app for sales and was repurposed to serve customers upgrading. ActiveShare allowed customers to compare side by side the benefits of the proposed equipment against their current equipment directly from their mobile device. Customers could complete the transaction right from their phone without having to call DISH.
Try the interactive mockup
A mobile app that empowers DISH customers to upgrade their TV equipment from their mobile device.
A mobile app I designed while on the Customer Journey team at DISH Network.
Problem
ActiveShare solves problems that emerge when customers are looking to upgrade their TV receiver. Existing customers were often on older generation equipment that lacked features they now expected, and that was available, in the current equipment that new customers received. Challenges arose when customers needed to compare the benefits and price of the upgraded receiver against their current equipment.
Solution
ActiveShare took an older pilot app for sales and was repurposed to serve customers upgrading. ActiveShare allowed customers to compare side by side the benefits of the proposed equipment against their current equipment directly from their mobile device. Customers could complete the transaction right from their phone without having to call DISH.
Try the interactive mockup
Focus Group
As part of the Customer Journey team, we ran multiple live focus groups in the Discovery phase to understand why we were observing reduced enterprise NPS and CSAT scores, among other key metrics.
One theme that surfaced was that existing customers didn’t like having to call in for tasks that should be self-serve, or for problems that DISH likely knew existed but failed to be proactive in addressing. These existing customers also shared that they felt like they were taken for granted by DISH because newer customers received better equipment and deals.
Customer Journey
We took the feedback from the focus group and mapped out customer journeys. We then storyboarded these friction points with proposed solutions and presented them to executive leadership.
Mocks
I took an existing pilot app for sales and leveraged it in our new design system. It displayed side-by-side comparisons for customers with their current equipment compared to a suggested upgrade option. The pilot was run with the expectation that an agent would guide customers over a call, so this language was added at the beginning of the flow.
User feedback
We ran an unmoderated test with seven DISH customers screened from a UserTesting.com panel. The test comprised 17 tasks and two concluding questions.
How useful did you find this mobile app when considering an upgrade? (1 = Not Useful, 5 = Very Useful)
4.8/5
How likely are you to recommend this web app to a friend or colleague when considering an upgrade? (0 = Not At All Likely, 10 = Very Likely)
9.7/10
Try the interactive mockup
Try the interactive mockup
