Introducing NOW – prepaid internet, mobile and TV

Three questions for the project team

What was the particular challenge of the project from a UX point of view?
Although the system was leveraging an existing architecture, the volume of impacted tabs proposed the biggest complexity from a UX perspective. It’s not every day that every contributor must take into consideration the app ecosystem at every decision point. This not only required a keen attention to detail, but mandated a different approach to the workflow to support pivoting when new findings were identified, and scope changes were demanded — all while advocating for consistency and a great user experience.

What was your personal highlight in the development process? Was there an aha!-moment, was there a low point?
This project gave the opportunity for design, product and engineering to approach the work differently due to the large scope and tight timeline. Designers forged relationships with other designers and partners they wouldn't normally collaborate with. Typically, a project is delivered with one or two UX designers, one UI designer, one content designer, and one product owner. However, for NOW, a core team of 8 designers (in different cities and time zones) was assembled. UX drove collaboration and curated cross-functional processes that can be scaled to future projects.

Where do you see yourself and the project in the next five years?
The team hopes to see this project evolve its user features and deliver an experience that is on par with the caliber of the Xfinity customer experience. Additionally, it would be great to see this project continue along the path of designer-to-designer collaboration and provide an ongoing channel with product teams that can result in product-to-product strategic partnerships in effort to marry both business and user needs in innovative ways.