Javier Diaz-‐Infante XD Design Team
My Account Project v1.0 Project Objective:
Business Goals:
Target Users:
General Tasks:
Improve the “Account” LIS experience and provide solutions around support calls related to account and billing activities. Engage users to set up/use services included in their package and explore package add-‐ons/upgrades (support account retention). To reduce support agent call volume related to account and billing activities. Increase account retention and product upsell. Primary User Group: Existing customer A: Review account information, set up exiting services. Secondary User Group: Existing customer B: Review account information and explore feature upgrades. Primary Tasks − Review package Information (what’s included, why do I need this, how do I use this) − Update credit card information − Review billing invoices/orders/refunds − Update password − Set up existing paid services − Package downgrade/upgrade − Add-‐on services Secondary Tasks − Cancel service
Critical Success Factors:
− Reduce call volume to the help center − Improve over all user experience. − Increase account retention and product upsell
Findings/Recommendations Intuit Websites LIS IA: Categories could use a restructuring and topics can be regrouped/relabeled: • My Products: o Product Summary: Website manager, getting started, add-‐ons o Domains o Email o WebListings o Email Marketing • Add-‐on Services: o Get More o Look Good o Sell Online o Accept Payments o Compare Packages Old New Top Level/Subset Top Level/Subset • Account • My Account o Summary o Account Summary o Member Info o Account Profile o Billing Info o Billing/Payments o Account Security • My Products • Getting Started o Product Summary o Domains • Websites Manager o Email • Domains o Web Listings • Email o Email Marketing • Web Listings • Add-‐on Services • Email Marketing o Get More • Search Light o Look Good • Add-‐on Services o Sell Online o Get More o Accept Payments o Look Good o Compare Packages
o Sell Online o Accept Payments o Compare Packages
My Account IA: Categories could use a restructuring and topics can be regrouped/relabeled: • My Account: Top level o Account Summary: Package type, package features, next steps o Account Profile: Contact information, account security o Billing/Payments: Payment information, order/billing history Old New Top Level/Subset Top Level/Subset • Account • My Account o Summary o Account Summary o Member Info o Account Profile o Billing Info o Billing/Payments o Account Security Current IA:
Proposed IA:
Notes: •
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Terminology: Ensure a consistent use of package references: Platinum Package? o Business Lite (Starter) o Business (Gold) o Business Plus (Platinum) Rename “Customize My Site” to “Website Packages”. Give users the option to downgrade or cancel existing services. o Option: “Need to cancel or downgrade a service? Speak to a web advisor that can help you determine the best package for your business needs.” Ensure a consistent use of page layouts, treatment and UI elements. Visually associate packages offerings and add-‐ons with “My Account”.
My Account v1.0 The purpose of this section is to provide detail and definition such as purpose, interaction and treatment for the recommended page designs found under “My Account”.
Account Summary Page provides the following information and supports the following activities. Information: • Package type: Package features, package cost • Add-‐ons: Add-‐on features, add-‐on cost • Billing: Total cost, next billing date, notifications and alerts • Account Details: Features, set up progress, next steps, completeness • Contact: Contact info Activities: • Upgrade package • Add-‐on services • Review total cost • Act on next steps, set up service • Downgrade package, cancel account, contact support Provide a roadmap or next steps for setting up services and encourage the use/exploration of additional product and service offerings By grouping account summary information with call-‐to-‐ actions, it makes the organization of the page clearer and helps guide the user thought the next steps. For example: Presentation Block Information Action Package Type Description, cost, features Upgrade Add-‐ons Description, cost Get more Total Cost Next billing date Review invoice Account Details Progress, completeness Set up (next steps) Contact Instructions Downgrade, cancel or call Note: • Downgrade and cancel links are embedded in the verbiage so users can be driven through those particular workflows if they choose.
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Next billing date should linked to the billing/payments page allowing for invoice review
Account Summary Wireframe Version A.
Version B
Account Summary Hi-‐Fi Mock
Account Profile Page provides the following information and supports the following activities. Information: • Contact Information: Profile, shipping address, email, additional information • Account Security: Password, pin number • Privacy Policy: Policy Activities: • Update contact information • Update password • Change security question • Reissue new pin By grouping account profile information with call-‐to-‐actions, it makes the organization of the page clearer and helps guide the user thought the next steps. For example: Presentation Block Information Action Contact Information Profile, additional Info Edit/Update Account Security Password, security, pin Update/Change/Reissue Privacy Policy Policy Contact preferences Note: Cancel & Submit buttons would only show up while in the active state of “Edit”. All fields then become editable.
Account Profile Prototype Version A
Version B – Static State
Version B – Edit State
Account Profile Hi-‐Fi Mock
Billing/Payments Page provides the following information and supports the following activities. Information: • Billing Information: Billing address, billing credit card information • Billing/Order History: Invoices, billing history, payment history, order history, • Privacy Policy: Policy Activities: • Update billing information • Update credit card information • View/print/download invoices • View/print/download orders By grouping billing & payment information with call-‐to-‐actions, it makes the organization of the page clearer and helps guide the user thought the next steps. For example: Presentation Block Information Action Billing Information Billing profile, billing card Edit/Update Billing Order/History History, invoices, orders View/Print/Download Privacy Policy Policy Contact preferences Note: Cancel & Submit buttons would only show up while in the active state of “Edit”. All fields then become editable.
Billing/Payments Prototype Version A
Version B
Version B Edit
Version B Outstanding Balance
Billing/Payments Hi-‐Fi Mock
Call Drivers Top call drivers: 1. Cancelation 2. Package Details/Questions 3. Forgot Password
4. Billing Date/Amount 5. Update Credit Card 6. Reactivate Account
7. Package Downgrade 8. Request a Refund 9. Create a New Account
Use Cases & Scenarios Scenario: The story Use Cases: Who (user) does what (interaction) with the system, for what purpose (goal) 1. Cancelation • Scenario: Due to several months of business decline and a less than desirable forecast of product demand, Joe decides to cease his business and cancel his Intuit account. • Use Case A: Joe signs in and attempts to cancel all services. 2. Package Details/Questions (Flow outside of My Account) • Scenario: After several months of flat revenues, Jane decides to review her website package and lean more about services available to help business grow. Package • Use Case A: Jane signs in, reviews her account and attempts to learn more about features she might be under utilizing and how to set up the tools? • Use Case B: Jane signs in, reviews her account and attempts to compare other package features that would help meet her business needs. • Use Case C: Jane attempts to upgrade her package. Add-‐on • Use Case A: Jane knows that she can increase sales by accepting payments online. Jane signs in and attempts to lean more about online payment offerings. • Use Case B: After identifying a good solution (Intuit Web Payment), Jane attempts to register for the service. 3. Forgot Password 4. Billing Date/Amount • Scenario: Joe comes across a charge on his bank statement from Intuit and not only does the charge appear to be higher than what he thought it would be, he feels he was billed too soon. • Use Case A: Joe signs in and attempts to find a detailed summary of his bill. • Use Case B: Joe signs in and attempts to learn more about the billing period/cycles. • Use Case C: Joe signs in and attempts to learn about what’s included in his package.
5. Update Credit Card • Scenario: Jane’s credit card was stolen and her bank issued her a new card. After receiving notification from Intuit about her card on file declining, she decides to update her account online. • Use Case A: Jane signs in and attempts to update her credit card billing info. 6. Reactivate Account • Scenario: After months of not paying for his service and his account going inactive, Joe realizes his business was benefiting from an online presence and decides to reactivate his account online • Use Case A: Joe signs in and attempts to reactivate his account (package and services). 7. Package Downgrade (Flow outside of My Account) • Scenario: After several months of flat revenues, Jane is close to shutting down her business website. Looking to trim cost, she decides to review her current package and learn more about other packages offerings that might allow her to keep her business presence online. • Use Case A: Jane signs in, reviews her account and attempts to learn more about features she might be under utilizing and decide if she really needs them? • Use Case B: Jane signs in, reviews her account and attempts to compare lower-‐cost packages that would still meet her needs. • Use Case C: Jane signs in, reviews her account and attempts to cancel some of her add-‐ on services. 8. Request a Refund 9. Create a New Account
Storyboard 1. Cancelation • Scenario: Due to several months of business decline and a less than desirable forecast of product demand, Joe decides to cease his business and cancel his Intuit account. • Use Case A: Joe signs in and attempts to cancel all services.
Discovery/Recommendations/Notes: Package Questions: Intuit Storefront Packages – Overview Page • Highlight key product features and benefits for quick product comparisons. o Provide a link to the full comparison chart for users that want to see more details. • Guide users through the registration flow at each step (progress indicators). Upgrade My Account – Website Packages Page • This page could be generating call volume around packages • Based on what I can make Intuit offers a three tiered website package offering (business lite, business, business plus) that is made up of additional o Add on services § Extra services (a-‐la cart) § E-‐commerce (store front) o Design services
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Why don’t we list the upgrade cost next to the upgrade now button on the Intuit Web Payment page, but we do on the SimpleStore and Intuit Storefront pages?
Labeling • Customize My Website is a poor label. Why not call it what it is “Website Packages”. • When I view my package type under my account, it reads “Website Platinum Package”. But, on the Customize My Website page, Business Lite, Business and Business Plus are the package types listed? Navigation • Information on the Intuit Web Payment service can be found under the “Accept Payments Online” and “Sell Online” pages? Is this intentional? Why? Also, it’s not apparent that I can upgrade online from the “Accept Payments Online” page. I’m prompted to “Call Now” o On the bottom right there is business package promo with a “lean more“ link that drives you to a page with little information. Rather two link for featured services. “Learn More” sets an expectation that there will be more information provided on another page? • Why don’t we provide links to learn more about the add-‐on-‐services listed on the “Website Packages” page” o Drive users through the sign up/upgrade now flow. o Users should be able to upgrade directly from the overview page? Overview pages • Why is “Call us to Learn More” the call-‐to action on every add-‐on services overview page? o Why not list a quick summary of each package offering, highlight the key feature/service and provide a quick link to the product landing page/tab o On the product page/tab, the call-‐to-‐action would be to “upgrade now”. o As a secondary action provide the “Call us to Learn More”.
Notes: Design approach: To distinguish the package cost vs. add–on service cost. Make it very clear to the user (and avoid a call to the support center): • The total package cost • The additional cost for add-‐on service. The “Additional Information” captured in on the “Account Profile” Can this information be captured dung the FTU experience signup flow? Does it need to remain static on the page? Usability Criteria • Effectiveness: Can users achieve what they need by using the interface? • Ease of learning: How fast cans a user who has never seen the interface learn to use it? • Efficiency of use: How fast can users complete tasks? • Memorability: Can users remember enough to reuse the interface effectively? • Error Prevention: Is the interface designed so users won’t encounter any errors? • Satisfaction: How much does the user like using the interface? • Categorization: • Functionality: • User Flows: • Checking to see if the design works, diagnosing problems and comparing alternatives and verifying that design goals are met.