Designing Big Data - Charter Communications
Designed useful solutions and product workflows to curate, represent, visualize all the performance & customer feedback data for all charter’s products & services across cable, internet and digital apps.
Skills
User ResearchInformation Architecture WireframesUX -UI PrototypingToolkit
Research TechniquesFigmaCharter Design Lib (KITE)Impact
PrismVoice of CustomerTech MobileHiveDuration
9 months 
Project Overview
Background
Charter Communications, Inc., is an American telecommunications and mass media company with services branded as Spectrum. With over 57 million customers in 41 states, it is the largest cable operator in the United States by subscribers.
It caters to the unique needs of small and medium-sized businesses with a collection of cost-effective connectivity products that includes Internet, business telephone, Mobile and Video services. Spectrum’s connectivity products – Spectrum Internet, Mobile, streaming and linear Video, and Voice – seamlessly converge to power the customers' digital lives.
Working for the Data Insights team, I was responsible for Enterprise data tools such as Prism, Voice of Customer, Techmobile and Hive which collect, maintain and represent all the product and services performance data and overall customer experience data for the company across cable, internet and digital app services.
Task as. Designer
-
Insightful Designing
-
Convert Complex data to Simpler UX
-
Contribute to Brand Value
Voice of Customer
Voice of customer (VOC) is a center/warehouse of all customer experience related data such as their feedbacks, reviews, errors faced, outages and overall experience related user information.
VOC is the endpoint where this data can be accessed and understood by Charter employees to comprehend, categorize, and investigate what customers are facing and get an complete viewpoint of the performance of charter products & services.
VOC - Design Projects
Projects carried out for VOC tool are below.
Categorize Review Redesign
The users had evolved in the course of time since the last built of Naukri’s website in late 90s, hence it was decided to start the design research by putting together an Ideal Customer Profile (ICP). It was primary to start with designing interview guidelines to conduct personal interviews and focussed group discussions with recruiters from many organizations, both our product loyalist who have been using our services from the start till today as our registered users along with the biz newbies who can be the potential users.
Advance Filter Menu
Another interesting way of approaching this question was by interviewing sales team and client support team who interact with customers on everyday basis and understand client needs based on their experiences. They also provided us with examples of anecdotes from their interactions with customers, this gave us numerous insights on customer mindset, decision making anxiety, wish list while they select or purchase our recruitment services. We also collected their thoughts about what according to them, a better, simpler experience would look like for the customers.
Another important aspect to keep in mind is the original structure of your product and keeping product managers and engineers in the fold. They know the structure of the product and how its build in a ‘bit by bit’ process based on the evolving needs of the business and clients along the way.
Background
All the customer reviews that are received need to be grouped and organized at Charter's end. They are grouped into main categories and further into subcategories, forming a tree-like structure. Each category has a list of keywords that users can choose to define the review. Additionally, based on the previous keyword choice, another dropdown list of subcategories appears for further categorization.