Your Hometown Cable Company
The Click! Network needed an updated design that was optimized for mobile and that easily allowed customers to explore plan options, create their own packages, and submit their orders online. The previous site was highly informational, but they wanted to take to a more transaction-based approach with the redesign.
Project / Client Goals
- Create an updated design that was optimized for mobile.
- Provide an easier way for customers to explore plan options, create their own packages, and submit online orders.
- Focus on research to inform user needs and match those to business goals.
Research Strategy & Findings
Through workshops, usability testing, competitive analysis, and iteration, we created prototypes that outlined critical functionally, mapped the cart flow, and allowed for testing early in the project. This provided the opportunity to improve and change as we moved through the project phases.
After design and development, we conducted a usability study to assess the success and/or failures of the user experience presented, providing recommendations prior to the launch. Participants were tasked to sign up for cable or internet, or both. Participants successfully completed the task, resulting in a task completion rate of 100%. Using a scale of 1 – 7 (unlikely to recommend to likely to recommend) users reported a 6.3 in their likelihood of recommending Click! as a telecommunications provider.
The new site includes integrations with third-party tools that provide the data needed to display an interactive channel guide and provide service-area address checking for prospective customers. Click! now has a comprehensive tool to build out their plans, bundles, and specials in their custom content management system. This plan builder connects seamlessly to the front-end shopping cart experience, providing customers, for the first time, with the ability to build their own plan and complete their order online.