COMCAST BUSINESS

How does one reimagine a digital transformation customer experience connecting business owners with one of the biggest brands in the world? Start with the business owner. The Comcast Business My Account experience was completely reimagined to put business goals and needs front and center. We brought together customer on-boarding, customer support, customer-first culture and next-gen systems within My Account, an online account management platform. Through My Account, customers can customize billing options, set up different users, get text alerts for billing and appointments, manage account settings, view services, pay bills, and a whole lot more. 

Next, we reimagined the experience visually. In collaboration with Comcast’s in-house team, we sought out to create a visual language, style guide, and component library to build the brand. Using sketch, we designed responsive pages and user flows to better understand the experience.

It was a compelling redesign project from the standpoint that I got to wear 2 hats: User experience designer and visual designer. Working alongside our UX team, I learned a lot about what goes into creating seamless experiences and the thinking behind them. From a system design perspective, this was the first project in which I learned how to create, use, and upkeep sketch component libraries across a large team. 

In 2018, the Comcast Business My Account portal was named the Customer Experience Innovation Award winner by TMC’s CUSTOMER magazine for delivering a world-class customer experience across all channels.