ITERATION
Many of our customers were recording their usage by hand daily in order to have a better understanding of how much data they were using. We used these findings to guide a new Usage page design using data visualization to give customers a more granular view.
I created prototypes to test different concepts and determine what layouts would make most sense to the user. Through various usability testing sessions conducted through UserZoom, we were able to land on a solution.
DETAILED DESIGN
I worked with our Design Systems team to leverage pre-existing components from Viasat's new design system, "BEAM." I also contributed new components to the design system as a part of this project, while vetting accessibility and usability throughout the process.
My Viasat Data Visualization
My Viasat is a tool (web & mobile app) that allows customers to manage their Viasat internet service, including paying their bill and monitoring their usage. In addition to bringing the tool up to speed with modern design practices, we wanted to address customer needs by providing a better way to monitor data.
Design Team
Kristen McCloud
Cole Benson
Year
2020-2021
PROBLEM
Satellite internet has a limited amount of bandwith, and Viasat customers were frustrated from repeatedly running out of High-Speed Data before their cycle ended--rendering their internet speed painfully slow. Cutsomers also found the current self-service tool, My Viasat, to be both unhelpful and difficult to navigate.
RESEARCH
Field research conducted by the UX Research team found that users wanted to measure their data usage in a more granular way, so that they could adjust their behavior and better preserve their data. The design team used these findings to brainstorm ways to give users more autonomy and control over their usage.
KEY RESULTS
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Launched and debuted BEAM to Viasat residential customers across the US in 2021
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Decrease in calls to Customer Care related to Usage
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Increased understanding of satellite internet limitations and how to manage
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Increased usability of My Viasat and trust in Viasat overall
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Created a foundation for updating the rest of My Viasat with BEAM