Overview

• Customer may have multiple devices that need to connect to new equipment.
• Need clear and easy flow steps for different connection situations.
• Map out the devices' setup connection.

Goals:

UX Process

Design Thinking - Iterative & Non-linear Process

Set up your DIRECTV equipment

Integrate related equipment troubleshooting flows to one flow

Gemini device wired setup

Customer Scenario:

Benefit and solution :

Before:

The original guide for Gemini wired setup has too many steps. Users will be confused using this wired setup guide.

After:

Create a new workflow from the text guide. The initial diagram guides the user, followed with a simple and clear setup flow.

Gemini Wired Setup workflow deployed on DIRECTV support website on 12/13/2022.

Key differences in Genie (old remote) and Gemini remotes

Customer Scenario:

Benefit and solution :

Before: Original guide for Genie Remote

After: Comparisons for Genie and Gemini Remotes

Genie remote and Gemini remote comparisons deployed on DIRECTV support website on 11/10/2022.

Remote Control Help - Gemini

1. Create an interactive remote guide.
2. Create a remote control help troubleshooting flow, help customer solve issues they may have with the Gremini remote.

Gemini Remote Interactive Guide

Gemini Remote Control Help Troubleshooting Flow deployed on DIRECTV support website on 10/12/2022.

Result:

• Create the new device's troubleshooting flows from 0 to 1.
  
• Optimized the existing flow's user experience, make the content is more clear and easy to follow.
  
• All the design is consistent since we all use SVG animation and vector illustration.
  
• When the Gemini product was launched to the market, we can see the data from backstage which is the flows helped a lot of customers do self-care problem-solving. It reduced the calls for agent care, then it helped the company reduce the cost of calls.
• Created a template library which all flows conform to.