DIRECTV
Two briefings on two DIRECTV projects I worked on.
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Click one of the two projects below to be jumped to that portion of the page.
THE PROBLEM
DIRECTV STREAM GLOBAL NAVIGATION & SEARCH BAR
In Fall 2021, DIRECTV unveiled its new streaming service, DIRECTV STREAM, ushering in a fresh brand, vibrant colors, and a revamped direction. To complement this evolution, a crucial upgrade awaited – the navigation. As the primary tool guiding users across the website, it demanded meticulous attention.
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The former DIRECTV navigation, while functional, needed refinement. The secondary navigation, relying on icons, occasionally led to redundancy and confusion. It was time for a change.
Old navigation hard, to see, clunky, secondary navigation stole the show. links and icons led to same place.
THE APPROACH
Embarking on this substantial endeavor required a meticulous approach. The journey began by collaborating closely with the Project Manager and User Researcher. We initiated the process with thorough user testing, gaining invaluable insights into user preferences, pain points, and expectations.
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Refinement was a constant theme, extending from color schemes to iconography. The objective was not just change but enhancement – ensuring the visual elements resonated seamlessly with the newly introduced brand.
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Legal, marketing, and branding teams played pivotal roles as integral partners. Their expertise was harnessed to align the navigation upgrade with legal requirements, marketing objectives, and overall brand strategy.
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Navigating through multiple iterations over several months, we sculpted a design that not only met the functional needs but also embodied the essence of DIRECTV's redefined identity. This collaborative effort encompassed diverse perspectives and skill sets, ensuring a comprehensive approach to the project's success.
WHAT WAS DELIVERED
The outcome was a revamped navigation aligning seamlessly with DIRECTV’s fresh branding. Redundant elements were removed (secondary navigation and Icon links,) unnecessary pages eliminated, and less critical items strategically relocated for optimal utilization.
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(Using webarchive.org You can have limited access to the project I created and how it looked at that time of deployment below)
QUICK BRIEFING ON SEARCH
Addressing the search bar was a project in itself. It was added months later and was an entire separate epic. The revamped search incorporated result pages, autosuggest features, and extensive research. While details are way beyond the scope here, I've included glimpses of our search bar for context.
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With DIRECTV's streaming service in mind, the autosuggest feature dynamically refines results into three main categories – Entertainment, Product, and Support, ensuring users find what they need swiftly.
THE PROBLEM
DIRECTV STREAM HELP SUPPORT DESK
Old Help Center site, only sent them to articles not knowing if the article actually helped or not
DIRECTV's support center faced a challenge with the launch of DIRECTV STREAM in Fall 2021. The existing support site, designed for a smaller audience, struggled to accommodate the surge of new customers and transitioning old ones.
The support site often redirected users back to the AT&T support page, causing confusion. The need arose for a comprehensive support hub that addressed technical issues, streaming problems, and everything in between
THE APPROACH
WHAT WAS DELIVERED
This undertaking was no small feat. Collaborating with the Project Manager and User Researcher, we conducted extensive rounds of user testing with users asking them to find, navigate and locate problems and solutions to common issues. The major challenges included user confusion on the AT&T page, multiple solutions for one issue, and topic duplications over the years.
The result was a revamped site with exclusive DIRECTV branding. Top solutions were streamlined for each topic, minimizing confusion. Iconography differentiated between videos, articles, and workflow answers. Each topic displayed the top 4 solutions, with an option to "view more" for additional categorized support. Incorporating modern components, a new chat widget, and a revamped contact us section significantly reduced call volume by approximately 40%, translating to substantial cost savings. The transformed support hub now efficiently guides users through a myriad of support topics.
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(Using webarchive.org You can have limited access to the project I created and how it looked at that time of deployment below)