The current homepage is confusing, has irrelevant links, and is off-brand.
Update the homepage that reflects new brand standards and promotes current offers, movies, and assists customers in finding the items they need.
Get to know your audience's pain points and generate ideas to solve the problems
Homepage click data
Most clicked items over the past 90 days
There are multiple help center/support links scattered throughout the homepage
The two most clicked items are not very obvious
Users are clicking on 'Pay your bill' before they sign in
Group all help center items together
Make it very easy for customers to pay their bill
Drive users to sign in and provide a customized user experience once signed in
Goals, scope, and users: who are they and what are their problems?
Users should be able to where they need to go easily from the homepage
Based on Qualtrics browsing data, we're able to focus on the main users of the website. This focused persona makes up most of the audience.
Create wireframes, and prototype the design
Hero options for users not signed in
Multiple versions of the hero were created to accomodate different promotions or scenarios
Signed in experience
A separate experience was created for customers who are signed in. The hero content would change according to what the customer was qualified for.