Comcast Business
ORDER TRACKER
The Challenge
Sales Slowed by Lack of Digital Infrastructure
Comcast Business came into existence by replicating Comcast’s residential products and services into a business context. This amounted to the need for creating quality tools that made sense for the industry. The most critical product to help kickstart this goal was an internal facing Order Tracker (MVP).
WHO WE DESIGNED FOR
Business Sales Agents
Comcast Business redefines what an internet provider provides via complete reliability and network simplification for businesses. Sales agents connect businesses to industry-disrupting innovations that:
Bring speed to more businesses in more places
Easily provide 24/7 support at any time
Are set-up to scale in security, mobility, scalability, control and insight
Work on desktop, mobile and tablet
Before Order Tracker, Comcast Business agents tracked the following information in a two-page Google Doc that was manually updated.
The MVP prototype was an improvement, but still posed significant problems:
“When I can’t find something, I automatically start scrolling and loose my initial place. It would be nice to be able to filter what I’m looking for.”
“Agents still claim to spend too much time reading through information. This bloats time with customers and causes frustration.”
The Opportunity
Make Specific Information Easy to Find
Reorganize navigation and filters to better communicate information
Lessen Time Scrolling
Configure layout to reduce scrolling
Encourage More Intentional Interaction
Empower users to better retain and remember information
Project Scope
Research, Information Architecture, Visual Design, Design Libraries, Prototype
WHAT WE HAD TO WORK WITH
Wireframes
Inherited content was based on the order of the original Google doc:
Information was not organized in a logical flow
Components were given the wrong-level of importance
Colors held equal weight and were not accessible
IDENTIFYING WHAT COULD BE POSSIBLE
Research
We sought-out trends in filter design and observed the following take aways:
Vertical navigation with horizontal filters logically fit our concept
This decision would discourage unnecessary scrolling and distraction
Inspired by intuitive e-commerce trends
EXPLORING BETTER POSSIBILITIES
Process Sketches
Creating new thumbnails helped us identify and fill gaps:
Filters were added
A progress scale was implied
Profile information was given a defined space
Duplicative information was consolidated and re-grouped
CRAFTING FUNCTIONAL CONTENT
Information Architecture
We talked with agents to create a hierarchy that worked with their needs. The following framework solidified the change:
Library - Customer
Shelf - Framework + Framework Data
Book - Site + Location Data
Chapter - Product
Section - Product Data
ENHANCING STYLE + USABILITY
Visual Evolution
Playing with color and layout made content more accessible:
Color palette adjusted to carry meaning and visibility
Buttons exchanged for easier-to-read radio buttons
Status supported by scale combining color and placement
Non-functional cards consolidated into a single layout
ORGANIZING AN INTUITIVE SYSTEM
Digital Design Library
We organized and named components into the following sub-libraries for easy hand-off:
Desktop Components
Mobile Components (Phone, Tablet)
Universal Components
The Solution
Optimizing the Sales Experience with Fast, Intuitive Design
Order Tracker synthesizes robust, unorganized, ambiguous content into an intuitive hierarchy backed by functional typography, scale and color. Highlights include a filters that help users quickly identify selection paths.
THE BIGGER PICTURE
Order Tracker is one of many efforts within a multi-year initiative to build a more unified, streamlined, and robust technology stack that will eventually support all internal and external processes and experiences within Comcast Business.
The impetus is driven by finance, as customers need a better way to pay bills across multiple locations and products. One part of this initiative is the customer-facing experience called “My Account.” Order Tracker will eventually be absorbed into this platform customers use to pay bills and manage users, permissions, and services.
The Outcome
We worked closely with stakeholders, developers, and the Comcast Business sales team to compete a clean, accessible, and adaptable internal-facing product in 2 parts: an MVP and enhanced design with filters. The project was run over 3.5 months on an Agile product track. It contained 2-3 week development sprints completed in India.
Order Tracker is used by over 1,700 dedicated sales reps and is accessible to over 5,000 trained service professionals.
“Thanks for delivering a great agent experience. Your dedication to delivering value to our customers and business is much appreciated.”
“This product is a game changer for Comcast Business and will set the precedent for future products.”
ADDITIONAL CREDITS:
Josh Kubat
Design Lead, Think Company
Samantha Salvisburg
Experience Designer (Inherited Wireframes,) Think Company
CLIENT CORE TEAM:
Bruce Sternberg
Product Owner, Comcast Business
Patricia Cleff
Project Manager, Comcast Business
Saurabh Khanna
System Engineer, Comcast Business
TOOLS:
Sketch, InVision App, Abstract
Project was presented to and utilized by Comcast Business while working at Think Company