Design "My EarthLink," a native SaaS application designed to empower EarthLink customers with seamless management of their internet services, account details, and subscriptions. The aim is to deliver an intuitive app that enhances user experience by providing effortless control over billing, data usage, service upgrades, and customer support.
Challange
Design a user-friendly native app for both iOS and Android platforms.
Provide comprehensive tools for account management and subscription services.
Enable real-time access to billing information, data usage, and service modifications.
Integrate robust customer support features within the app.
Solution
Discovery & Research
Conducted thorough user research to understand the specific needs and preferences of EarthLink customers.
Benchmark analysis of competitor apps to identify industry standards and opportunities for differentiation.
Collected insights through user interviews, surveys, and feedback to inform app functionality and design features.
User Experience (UX) Design
Developed user personas and journey maps depicting typical interactions with ISP account management.
Created wireframes and interactive prototypes using Figma to visualize workflows, streamline navigation, and ensure ease of use.
Focused on minimizing steps required for critical actions such as bill payments and service upgrades.
User Interface (UI) Design
Designed a modern, clean interface consistent with EarthLink’s brand identity.
Emphasized high readability and simplicity with clear visuals and intuitive layouts.
Crafted a visually appealing color palette and typography to enhance user engagement and experience.
Key Features & Components
Dashboard: Centralized interface providing an overview of account status, data usage, and recent activities.
Account Management: Tools for updating personal info, managing passwords, and view account details.
Billing & Payments: Access to billing history, current charges, and various secure payment methods.
Service Management: Capabilities for viewing and modifying internet plans, including upgrades and add-ons.
Data Usage Tracking: Real-time monitoring of data consumption with alerts for nearing limits.
Notifications: Timely push notifications for billing reminders, service updates, and exclusive offers.
Customer Support: Integrated live chat, comprehensive FAQs, and ticket submission for technical support.
Testing & Iteration
Conducted comprehensive usability testing with existing EarthLink customers to validate app design and functionality.
Iteratively improved the app based on feedback and performance testing to ensure a frictionless user experience
Achievements
Successfully designed a user-friendly app, making account and subscription management straightforward for EarthLink customers.
Significantly improved customer satisfaction and engagement through intuitive design and comprehensive self-service features.
Enhanced customer support experiences with integrated live chat and knowledge base, resulting in quicker issue resolutions.
