Spectrum Contact Us page
In 2018, I led content design efforts for a redesign of the residential customer support site that included the Contact Us page.
Problems we solved
Previously, this page only had links to other sites and didn't have easily accessible contact information. Also, customers weren’t able to find any answers to common questions about their Spectrum service without having to call in. Customers just had no way to help themselves instead of calling in—and who really wants to call customer service?!
To help reduce a high customer service call volume and the overall cost of customer calls for the company, we added an FAQ section. These FAQs provided answers to common questions about cable service, weather outages, channel lineup, billing, and more.
Our design process
Our Design team collaborated with Product and Customer Service team leaders to understand what customers were frequently calling in about.
The Design team visited a residential call center in St. Louis to listen in on actual customer calls.
We talked to call agents in St. Louis to understand their own frustrations and concerns for customers.
We incorporated both customer and call agent concerns into the FAQ section for the initial release.
My role
I, along with the UX Research team, interviewed several customer service leaders and reps in our St. Louis call center over a two-day intensive meeting. I also helped synthesize common trends and pain points from our interviews.
I created all microcopy, headlines/page titles, local nav titles, initial FAQs and their supporting copy, links, and CTAs.
Still in use today
Spectrum's Contact Us page is public-facing and has been updated recently with some different FAQs, but the general structure is still there from our 2018 redesign.