WSJ Customer Center
THE PROJECT
Replace the current Customer Center for WSJ and Barron’s members towards creating a world-class account management experience, optimized for mobile devices.
THE CHALLENGE
WSJ Customer Center is extremely complex due to numerous functionalities linked to print subscriptions.
Multiple databases linked to different subscription plans pressed challenging limitations for exploring various solutions.
MY ROLE
- Organize site structure and user flow
- Research
- UX Design
THE SOLUTION
Steered all brainstorm sessions toward mobile friendly direction. Incorporated manage payment system for multiple payment means, eliminating need to enter credit card for each transaction.
Transformed once non mobile friendly site to a fully responsive structure, without sacrificing key functional requirements.
Competitor Research
THE FINDING
Many competitor sites had non mobile friendly structure. It was obvious little effort was going into improving customer center site. Many publications with print subscription had similar functionalities.
MY ROLE
Organized research and brainstormed with team members and stakeholders, comparing notes and gathered pros/cons list.
Concept Wireframe
MY ROLE
Constantly communicate with engineers, stakeholders to identify required tasks and brainstorm various solution methods.
THE PURPOSE
Ensure members can clearly locate, and painlessly fulfill reasons they visited customer center.
Subscription Calendar Flow
Subscription Verification Flow
Weekend / Weekday Subscription Change of Address Flow
Sitemap
THE PURPOSE
With numerous functionalities and variations, the Customer Center is quite complex and required detailed organizing to serve as guide for entire team.
User Testing
THE METHOD
- Twelve participants took part in 1 on 1 usability sessions.
- When possible, sessions were recorded.
THE PURPOSE
- Evaluate usability for numerous tasks using new Customer Center concept.
- Draw comparison between current and new concept.
- Ensure testing of usability across both desktop and mobile.
Before
THE VIEW
- Not mobile friendly
- Rather cluttered interface with complex functionality
- Forms need improvement
- Complex navigation
After
THE VIEW
- Mobile friendly
- Simplified interface
- Updated forms
- Flatter, task oriented navigation