Google / YouTube TV Partnership
Date
Launched Spring 2022
Role
Product Design Lead
Tools
Figma, UserZoom, Jira
Background
Frontier Communications partnered with Google to promote YouTube TV as their primary streaming entertainment solution.
Enable both customers and prospects, to order YouTube TV with the purchase of any internet service plan.
This initiative required a thoughtful UX strategy for every interaction point of the Frontier journey, including learn, purchase, activation, installation, and support.
The Process
Placing the focus on the user and their needs in each phase of the design process.
I prefer the double-diamond design process model.
The Challenge
Educate consumers on YouTube TV. What it is, how it works, and its benefits.
Guide prospects to purchase directly on Frontier.com,
but send existing customers to chat live with an agent.Create a seamless experience through the activation of YouTube TV.
Provide information on how to get set up, to watch YouTube TV.
Aftercare support on how to access their YouTube TV account, and cancel.
SOLUTION 01
User Flow
Guide prospects to purchase online, yet lead existing customers to chat live or call customer care.
Both paths are illustrated below for prospects versus existing customers.
SOLUTION 01
Desktop User Flow
Starting from the Frontier homepage to complete purchase.
(Above highlighted with dark background)
SOLUTION 02
Activation Flow
Guide prospects to purchase online, yet lead existing customers to chat live or call customer care.
Complex paths are illustrated below for prospects versus existing customers.
SOLUTION 02
Desktop User Flow
Starting from the activation page, and then taken through to account set-up.
Email/ Txt 2. Sign-in to your Google account. 3. Agree to terms. 4. Activate. 5. Start watching
User Persona
Using data collected from our marketing segmentation, I created user personas. Understanding the user’s primary needs & challenges is essential to being able to create unique design solutions.
SOLUTION 3
Design Iteration
After user testing determined customers
