{"id":2001,"date":"2022-05-25T04:15:31","date_gmt":"2022-05-25T04:15:31","guid":{"rendered":"http:\/\/www.humayunahmed.ca\/portfolio\/?page_id=2001"},"modified":"2026-01-30T01:00:29","modified_gmt":"2026-01-30T01:00:29","slug":"myrogers-redesign","status":"publish","type":"page","link":"https:\/\/humayunahmed.ca\/portfolio\/myrogers-redesign\/","title":{"rendered":"MyRogers Redesign"},"content":{"rendered":"[et_pb_section fb_built=”1″ _builder_version=”4.17.4″ _module_preset=”default” background_color=”#dbfffb” custom_padding=”||79px|||” bottom_divider_style=”triangle” bottom_divider_color=”#d1d1d1″ global_module=”2222″ global_colors_info=”{}”][et_pb_row column_structure=”2_5,3_5″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”2_5″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” text_font=”|||on|||||” text_font_size=”40px” header_font_size=”48px” header_letter_spacing=”2px” header_line_height=”1.3em” header_font_size_tablet=”” header_font_size_phone=”40px” header_font_size_last_edited=”on|phone” global_colors_info=”{}” theme_builder_area=”post_content”]

MyRogers redesign<\/h1>[\/et_pb_text][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” text_text_color=”#1F1F1F” text_font_size=”24px” text_line_height=”1.8em” custom_padding=”|60px||||” global_colors_info=”{}”]

Designing the future of MyRogers to be more scalable and personalized.\u00a0<\/p>[\/et_pb_text][\/et_pb_column][et_pb_column type=”3_5″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/06\/angled-AO-1.png” title_text=”angled AO-1″ align=”center” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.17.4″ _module_preset=”default” custom_padding=”||8px|||” top_divider_style=”triangle” top_divider_color=”gcid-ffee6ba1-5ccc-4f00-b9a6-cf8843e09899″ top_divider_flip=”vertical” global_module=”2223″ global_colors_info=”{%22gcid-ffee6ba1-5ccc-4f00-b9a6-cf8843e09899%22:%91%22top_divider_color%22%93}”][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.17.4″ _module_preset=”default” custom_margin=”24px|||||” animation_style=”fade” global_module=”2224″ global_colors_info=”{}”][et_pb_row _builder_version=”4.17.4″ _module_preset=”default” background_color=”RGBA(255,255,255,0)” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” text_text_color=”#FFFFFF” header_text_color=”#FFFFFF” header_2_text_color=”#FFFFFF” background_color=”#000000″ custom_margin=”||||false|false” custom_padding=”40px|40px|40px|40px|false|false” border_radii=”on|4px|4px|4px|4px” border_color_all=”#000000″ box_shadow_style=”preset4″ global_colors_info=”{}”]

My Role<\/h2>\n

As the lead designer on this initiative, I was responsible for delivering the entire end-to-end experience for five million active Rogers users on MyRogers. \u00a0Furthermore, I was responsible for ensuring vision alignment and seamless integration with existing products. I kept communication channels open with the cross-functional teams for transparency, as a result members were able to disclose information, ask questions and provide feedback. Moreover, I coached and mentored other designers on the project.<\/span><\/p>\n

<\/p>\n

<\/p>\n

Problem Statement<\/h2>\n

The previous design was created for legacy products that are now slowly phasing out.\u00a0 There are new products that are being introduced and the old design is not able to integrate these products easily which has led and will continue to lead to poor user experience.<\/span><\/p>\n

<\/p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.17.4″ _module_preset=”default” custom_padding=”||2px|||” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” text_text_color=”#FFFFFF” header_text_color=”#FFFFFF” header_2_text_color=”#FFFFFF” header_3_text_color=”#FFFFFF” background_color=”gcid-ffee6ba1-5ccc-4f00-b9a6-cf8843e09899″ custom_margin=”||||false|false” custom_padding=”40px|40px|40px|40px|false|false” border_radii=”on|4px|4px|4px|4px” border_color_all=”#000000″ box_shadow_style=”preset4″ global_colors_info=”{%22gcid-ffee6ba1-5ccc-4f00-b9a6-cf8843e09899%22:%91%22background_color%22%93}”]

The Product<\/span><\/h2>\n

MyRogers is a portal for Rogers customers where they can view their accounts, services, pay bills, and modify\/edit their information and services. There are two main entities; Account Overview and Service Dashboard.<\/span><\/p>\n

<\/p>[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/05\/undraw_product_tour_re_8bai.png” title_text=”undraw_product_tour_re_8bai” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.17.4″ _module_preset=”default” custom_padding=”2px||21px|||” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” text_text_color=”#000000″ header_text_color=”#FFFFFF” header_2_text_color=”#FFFFFF” header_3_text_color=”#000000″ background_enable_color=”off” custom_margin=”||||false|false” custom_padding=”16px|||||” border_radii=”on|4px|4px|4px|4px” border_color_all=”#000000″ global_colors_info=”{%22gcid-ffee6ba1-5ccc-4f00-b9a6-cf8843e09899%22:%91%22background_color%22%93}”]

Account Overview<\/h3>\n

It is a place where users can view a summary of all their services (ex. wireless plans, residential) and other account related information. It also allows customers to quickly take actions on important information, such as billings. Additionally, it allows Rogers to run target campaigns and relay important messages to its customers.<\/span> <\/span><\/p>\n

Service Dashboard<\/h3>\n

The Service Dashboard is a digital 1:1 representation of the product(s) customers are subscribed to. Its purpose is to allow customers to manage their plan\u2019s features, understand what\u2019s included in their plan and take relevant actions related to those journeys.<\/span><\/p>\n

<\/p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.17.4″ _module_preset=”default” background_enable_mask_style=”on” background_mask_style=”square-stripes” background_mask_color=”gcid-0a997424-87aa-475f-b3ad-53946de85956″ background_mask_transform=”invert” background_mask_size=”custom” background_mask_width=”67%” background_mask_height=”0%” background_mask_position=”top_right” custom_padding=”16px|||||” top_divider_color=”RGBA(255,255,255,0)” bottom_divider_color=”#E09900″ animation_style=”slide” global_colors_info=”{%22gcid-0a997424-87aa-475f-b3ad-53946de85956%22:%91%22background_mask_color%22%93}”][et_pb_row _builder_version=”4.17.4″ _module_preset=”default” custom_margin=”8px|auto||auto||” custom_padding=”5px|||||” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”]

Opportunities<\/h2>[\/et_pb_text][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” background_color=”#FFFFFF” custom_padding=”10px|10px|10px|10px|false|false” border_radii=”on|2px|2px|2px|2px” border_width_all=”1px” border_color_all=”#0C71C3″ box_shadow_style=”preset4″ box_shadow_horizontal=”7px” box_shadow_vertical=”7px” global_colors_info=”{}”]

Affordance<\/h4>\n

Allow customers to easily find relevant information<\/p>[\/et_pb_text][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” background_color=”#FFFFFF” custom_padding=”10px|10px|10px|10px|false|false” border_radii=”on|2px|2px|2px|2px” border_width_all=”1px” border_color_all=”#0C71C3″ box_shadow_style=”preset4″ box_shadow_horizontal=”7px” box_shadow_vertical=”7px” global_colors_info=”{}”]

Personalization<\/h4>\n

Tailor experience for customers regarding their products and services<\/span><\/p>[\/et_pb_text][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” background_color=”#FFFFFF” custom_padding=”10px|10px|10px|10px|false|false” border_radii=”on|2px|2px|2px|2px” border_width_all=”1px” border_color_all=”#0C71C3″ box_shadow_style=”preset4″ box_shadow_horizontal=”7px” box_shadow_vertical=”7px” global_colors_info=”{}”]

Scalability<\/h4>\n

Easy integration of new products and services thus making it future-proof<\/p>[\/et_pb_text][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” background_color=”#FFFFFF” custom_padding=”10px|10px|10px|10px|false|false” border_radii=”on|2px|2px|2px|2px” border_width_all=”1px” border_color_all=”#0C71C3″ box_shadow_style=”preset4″ box_shadow_horizontal=”7px” box_shadow_vertical=”7px” global_colors_info=”{}”]

Lower Cost<\/h4>\n

Improve customer retention and reduce calls to care by integration of tailored support experience<\/p>[\/et_pb_text][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” background_color=”#FFFFFF” custom_padding=”10px|10px|10px|10px|false|false” border_radii=”on|2px|2px|2px|2px” border_width_all=”1px” border_color_all=”#0C71C3″ box_shadow_style=”preset4″ box_shadow_horizontal=”7px” box_shadow_vertical=”7px” global_colors_info=”{}”]

Structure Enhancement<\/h4>\n

Redesign the notifications and messaging system\u00a0<\/p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.17.4″ _module_preset=”default” background_color=”gcid-ffee6ba1-5ccc-4f00-b9a6-cf8843e09899″ custom_padding=”26px||22px|||” global_colors_info=”{%22gcid-ffee6ba1-5ccc-4f00-b9a6-cf8843e09899%22:%91%22background_color%22%93}”][et_pb_row _builder_version=”4.17.4″ _module_preset=”default” custom_padding=”||11px|||” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” header_2_text_color=”#FFFFFF” global_colors_info=”{}”]

Approach<\/span><\/h2>[\/et_pb_text][et_pb_icon font_icon=”"||divi||400″ icon_color=”#FFFFFF” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_icon][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/05\/undraw_Time_management_re_tk5w.png” title_text=”undraw_Time_management_re_tk5w” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”]

Roadmap and Timeline<\/h2>\n

Roadmap was created to provide the team with a high-level view of the overall UX, as well as customer needs, business objectives, and features to achieve. Timeline was put together to provide a visual schedule of when the team can expect certain deliverables, this provided alignment between the teams and created synergy in cross-team deliverables.<\/p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/05\/Roadmap-e1654012835568.png” title_text=”Roadmap” align=”center” _builder_version=”4.17.4″ _module_preset=”6eddabec-3c74-49c4-86d8-1095c0ad1ebc” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/05\/MyRogers-Timeline-1.jpeg” title_text=”MyRogers Timeline (1)” _builder_version=”4.17.4″ _module_preset=”6eddabec-3c74-49c4-86d8-1095c0ad1ebc” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/05\/undraw_Usability_testing_re_uu1g1.png” title_text=”undraw_Usability_testing_re_uu1g(1)” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”]

Research Insights on Old Experience<\/h2>\n

Research helped shape the hierarchy and balanced the page based on what customers needed, while still keeping business strategies in mind. Apart from some of the findings below, there was an intensive amount of research done by the research team in partnership. Moreover, prototypes were created to help with the research initiative.<\/p>\n

<\/p>\n

<\/p>\n

Some Insights:<\/h3>\n
    \n
  • Check total balance owed and make a payment – Majority of the participants felt this to be the most important part of overview<\/li>\n
  • View Usage – Participants did not prioritize data as they used to when they had limited data; though the majority still wants to quickly view this information<\/li>\n
  • Summary of changes – Participants want to see changes upfront<\/li>\n
  • Personalization – Most participants do not want irrelevant content competing for their attention<\/li>\n<\/ul>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/05\/Experience-map-1.png” title_text=”Experience map” _builder_version=”4.17.4″ _module_preset=”6eddabec-3c74-49c4-86d8-1095c0ad1ebc” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/05\/undraw_Team_collaboration_re_ow29.png” title_text=”undraw_Team_collaboration_re_ow29″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”]

    Early Discussions & Workshops<\/h2>\n

    Worked closely with product owners and business to capture requirements of new products and to understand the extent of the scope along with the challenges it may bring. <\/span><\/p>\n

    An example of this activity is the 11 star framework workshop where there was collaboration with the cross-functional teams to capture the intent and expectations from the redesign.<\/span><\/p>

    <\/p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/05\/workshop-1.png” title_text=”workshop 1″ _builder_version=”4.17.4″ _module_preset=”6eddabec-3c74-49c4-86d8-1095c0ad1ebc” global_colors_info=”{}”][\/et_pb_image][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/05\/moodboard.png” title_text=”moodboard” _builder_version=”4.17.4″ _module_preset=”6eddabec-3c74-49c4-86d8-1095c0ad1ebc” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/05\/11-star-framework.png” title_text=”11 star framework” _builder_version=”4.17.4″ _module_preset=”6eddabec-3c74-49c4-86d8-1095c0ad1ebc” global_colors_info=”{}”][\/et_pb_image][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/05\/refining-11-star.png” title_text=”refining 11 star” _builder_version=”4.17.4″ _module_preset=”6eddabec-3c74-49c4-86d8-1095c0ad1ebc” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/05\/Market_Analysis.png” title_text=”Market_Analysis” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”]

    Competitive Analysis<\/h2>\n

    Competitive research was performed on telecom companies within the Canadian market. In summary, we looked at our competitors strengths and weaknesses on how they displayed customers\u2019 products and services. In one example, we saw that one of the competitors did not have a true overview page, consequently, this hindered customers\u2019 experience when navigating between services. In another example, we analyzed what competitors were doing for slow load times for certain services. I took the learnings and applied them by creating our version of the skeleton loader to help customers understand and not navigate away or reload. After reviewing and going through a thorough analysis, there were some discoveries in regards to overview and dashboard pages of our competitors. There were definitely learnings from how the information regarding the devices and plans were laid out.<\/span><\/p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/05\/competitve-anaysis.png” title_text=”competitve anaysis” _builder_version=”4.17.4″ _module_preset=”6eddabec-3c74-49c4-86d8-1095c0ad1ebc” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/05\/undraw_real_time_analytics_re_yliv.png” title_text=”undraw_real_time_analytics_re_yliv” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”]

    Analytics<\/h2>\n

    By using Adobe Analytics and Content Square I was able to gather crucial data that helped drive some of the design decisions and helped develop post redesign research strategy. Analytics helped find how the customer segmentation looked like which helped us focus more towards the 80% rather than designing for edge cases.<\/p>\n

    <\/p>\n

    Findings highlights:<\/h3>\n
      \n
    • 34% of Rogers customers own Wireless services; indicating that we need to keep wireless higher in the hierarchy of the page<\/span><\/li>\n
    • About 9% of the customers have multiple accounts, which meant we did not need another standalone page for accounts, only rather land them on primary accounts and provide an easy way to switch<\/li>\n
    • 80% of the customers have 2- 3 lines; design for 2-3 lines and allow for a way to show 3+ lines for the minority of customers<\/li>\n
    • Using heat mapping provided by Content Square I was able to confirm the KPIs, ex. billing being the essential part of user journeys on MyRogers. Furthermore, the heat map helped with creating a clear hierarchy and redesigning the components<\/li>\n<\/ul>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.17.4″ _module_preset=”default” box_shadow_style=”preset1″ global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/05\/Screen-Shot-2022-05-31-at-3.03.59-PM.png” alt=”Dashboard Analytics” title_text=”Screen Shot 2022-05-31 at 3.03.59 PM” align=”center” _builder_version=”4.17.4″ _module_preset=”_initial” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/05\/undraw_Solution_mindset_re_57bf.png” title_text=”undraw_Solution_mindset_re_57bf” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”]

      Information Architecture<\/h2>\n

      Based on the insights gained from the initial research, workshops, content audits, competitor analysis and analytics I designed a revised version of Account overview and Service Dashboard.<\/p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_3,1_3,1_3″ _builder_version=”4.17.4″ _module_preset=”default” box_shadow_style=”preset1″ global_colors_info=”{}”][et_pb_column type=”1_3″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/05\/MyRogers_IA.png” title_text=”MyRogers_IA” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/05\/MyRogers_IA2.png” title_text=”MyRogers_IA2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/05\/Screen-Shot-2022-05-31-at-3.09.44-PM.png” title_text=”Screen Shot 2022-05-31 at 3.09.44 PM” _builder_version=”4.17.4″ _module_preset=”default” min_height=”778.9px” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/05\/undraw_Wireframing_re_q6k6.png” title_text=”undraw_Wireframing_re_q6k6″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”]

      Wireframing<\/h2>\n

      Wireframes were created after a thorough investigation into the old design, such as where UX lacks, what opportunities we have, and improving the overall structure based on user needs. There are always some shortcomings. In the case of MyRogers Dashboards we knew that there might be some technical limitations. I approached this by creating multiple versions to be released in an interactive manner. We would have an interim solution and a future implementation. <\/span><\/p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”3_5,2_5″ _builder_version=”4.17.4″ _module_preset=”default” box_shadow_style=”preset1″ global_colors_info=”{}”][et_pb_column type=”3_5″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/05\/MyRogers_Wireframes.png” title_text=”MyRogers_Wireframes” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][et_pb_column type=”2_5″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/05\/MyRogers_Wires-Notification-interim-e1654028710131.png” title_text=”MyRogers_Wires Notification interim” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/05\/undraw_Project_feedback_re_cm3l.png” title_text=”undraw_Project_feedback_re_cm3l” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” custom_padding=”3px||4px|||” global_colors_info=”{}”]

      Redesign Usability Research<\/h2>\n

      The research team ran a qualitative usability test using the prototypes I created in Figma and Axure, to get in depth insight into user behaviour and emotions. The research findings helped further improve the user experience.<\/span><\/p>

      Highlights<\/h3>\n
        \n
      • \n

        Overall feedback was positive, participants found it easy to complete their task <\/span><\/p>\n<\/li>\n

      • \n

        Participants were more likely to click on the sub-navigation menu to navigate between the lines, rather than relying on breadcrumbs or in-page drop down option to switch between lines on the service dashboard<\/span><\/p>\n<\/li>\n<\/ul>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/06\/user-test-recording1.gif” title_text=”user test recording(1)” _builder_version=”4.17.4″ _module_preset=”6eddabec-3c74-49c4-86d8-1095c0ad1ebc” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.17.4″ _module_preset=”default” custom_padding=”||46px|||” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/05\/undraw_Design_process_re_0dhf.png” title_text=”undraw_Design_process_re_0dhf” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”]

        Mocks<\/h2>\n

        The team utilized existing components in the design system and created new ones for the specific needs for MyRogers. Each component went through a pitch process put in place by the design system team. This is a thorough review of the ask which includes multiple stakeholders from different expertise.<\/p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” custom_margin=”||12px|||” global_colors_info=”{}”]

        Overview Page<\/strong><\/h4>[\/et_pb_text][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/06\/MyRogers_old-design.png” title_text=”MyRogers_old design” _builder_version=”4.17.4″ _module_preset=”default” custom_padding=”||23px|||” global_colors_info=”{}”][\/et_pb_image][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” custom_margin=”||16px|||” global_colors_info=”{}”]

        Wireless Dashboard<\/strong><\/h4>[\/et_pb_text][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/06\/WD-old-vs-new.png” title_text=”WD old vs new” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/06\/MyRogers_Mocks-Abstract.png” title_text=”MyRogers_Mocks Abstract” _builder_version=”4.17.4″ _module_preset=”6eddabec-3c74-49c4-86d8-1095c0ad1ebc” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”http:\/\/www.humayunahmed.ca\/portfolio\/wp-content\/uploads\/2022\/06\/undraw_design_stats_ne2k.png” title_text=”undraw_design_stats_ne2k” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”]

        Next Steps<\/h2>\n

        A strategy is being developed to validate the redesign after launch with research and analytics to further improve the experience.<\/span><\/p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section]","protected":false},"excerpt":{"rendered":"

        MyRogers redesignDesigning the future of MyRogers to be more scalable and personalized.\u00a0My Role As the lead designer on this initiative, I was responsible for delivering the entire end-to-end experience for five million active Rogers users on MyRogers. \u00a0Furthermore, I was responsible for ensuring vision alignment and seamless integration with existing products. I kept communication channels […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"\n

        MyRogers Redesign<\/p>\n\n\n\n

        \"\"\/<\/figure>\n\n\n\n

        My Role<\/strong><\/p>\n\n\n\n

        As the lead designer on this initiative, I was responsible for delivering the entire experience for five millions Rogers active users whilst looking at it from a high level to ensure vision aligns\/fits-in with existing products. Keeping communication channels open with the cross-functional teams to ensure transparency and understanding the requirements. Overlooking and leading\/coaching other designers on the project for ensuring vision alignment.<\/p>\n\n\n\n

        The Product<\/strong><\/p>\n\n\n\n

        MyRogers is a portal for Rogers customers where they can view their accounts, services, pay bills, and modify\/edit their information and services. There are two main pages:<\/p>\n\n\n\n

        Account Overview<\/strong><\/p>\n\n\n\n

        A place where users can view a summary of all their services (Wireless plans, residential) and important account related information. Account overview also allows customers to quickly take actions on important information such as billings. Furthermore it gives an opportunity for Rogers to run target campaigns and relay important messages to its customers.<\/p>\n\n\n\n

        Service Dashboard<\/strong><\/p>\n\n\n\n

        The Service Dashboard is a digital 1:1 representation of the product(s) they are subscribed to. Its purpose is to allow customers to manage their plan's features, understand what's included in their plan and take relevant actions related to those journeys.<\/p>\n\n\n\n

        Redesign<\/strong><\/p>\n\n\n\n

        Problem statement<\/strong><\/p>\n\n\n\n

        Current design was created for legacy products that are now slowly phasing out.  There are new products that are being introduced and the current design is not able to integrate these products easily which will lead to poor experience.<\/p>\n\n\n\n

        Opportunities<\/strong><\/p>\n\n\n\n

        • Affordance: Allow customers to easily find relevant information<\/li>
        • Personalization: Tailored experience for customers regarding their products and services<\/li>
        • Scalability: Easy integration of new products and services. Making it future-proof <\/li>
        • Lower cost: Improve customer retention and reduce calls to care by integration of tailored support experience<\/li>
        • Structure Enhancement: Redesign the notifications and messaging system <\/li><\/ul>\n\n\n\n

          Roadmap and timeline<\/strong><\/p>\n\n\n\n

          Roadmap was created to provide the team with a high-level view of the overall UX, as well as customer needs, business objectives, and features to achieve them. Timeline was put together to provide a view on when the team can expect certain deliverables.<\/p>\n\n\n\n

          \"Graphical<\/figure>\n\n\n\n

          Research Insights on old experience<\/strong><\/p>\n\n\n\n

          Research helped shape the hierarchy and balance the page based on what customers needed while still keeping business strategy in mind. Apart from some of the findings below there was an intensive amount of research done by the research team in partnership. Prototypes were created to help with the research initiative.<\/p>\n\n\n\n

          Some Insights<\/strong>:<\/p>\n\n\n\n

          • Check total balance owed and make a payment - Majority of the participants felt this to be the most important part of overview<\/li>
          • View Usage - Participants did not prioritize data as they used to when they had limited data. Though the majority still wants to quickly view this information.<\/li>
          • Summary of changes - Participants want to see changes upfront <\/li>
          • Personalization-  Most participants do not want irrelevant content competing for their attention.<\/li><\/ul>\n\n\n\n

            Experience map<\/p>\n\n\n\n

            \"\"\/<\/figure>\n\n\n\n

            Early discussions & Workshops<\/strong><\/p>\n\n\n\n

            Worked closely with product owners and business to capture requirements of new products, understand the extent of the scope and the challenges it may bring. <\/p>\n\n\n\n

            \"\"\/<\/figure>\n\n\n\n

            The 11 star framework workshop was created to collaborate with the cross-functional teams. Intent was to capture knowledge and to provide feedback on what the team would like to see in the redesign.<\/p>\n\n\n\n

            \"\"\/<\/figure>\n\n\n\n
            \"\"\/<\/figure>\n\n\n\n

            Mood board<\/strong><\/p>\n\n\n\n

            \"\"\/<\/figure>\n\n\n\n

            Competitive Analysis<\/strong><\/p>\n\n\n\n

            Competitive research was performed on telecom companies within the Canadian market. In summary we looked at our competitors strengths and weaknesses on how they displayed customers products and services. In one example we saw that one of the competitors did not have a true overview page this hindered customers experience when navigating between services. In another example we looked at what competitors were doing for slow load times for certain services. I took the learnings and applied it by creating our version of the skeleton loader to help customers understand and not navigate away or reload. After reviewing and going through a thorough analysis there were some discoveries in regards to overview and dashboard pages of our competitors and there were definitely learnings from how the information regarding the devices and plans were laid out.<\/p>\n\n\n\n

            \"\"\/<\/figure>\n\n\n\n

            Analytics<\/strong><\/p>\n\n\n\n

            Using Adobe analytics and content square I was able to gather crucial data that helped drive some of the design decisions and helped develop post redesign research strategy. Analytics helped find how the customer segmentation looked like which helped us be more focused towards the 80% rather than designing for edge cases. <\/p>\n\n\n\n

            Findings highlights:<\/p>\n\n\n\n

            • 34% of Rogers customers own Wireless services. This indicated that we need to keep wireless higher in the hierarchy of the page<\/li>
            • About 9% of the customers have multiple accounts. which meant we did not need another standalone page for accounts only rather land them on primary accounts and provided an easy way to switch.<\/li>
            • 80% of the customers have 2- 3 lines. Design for 2-3 lines and allow for a way to show 3+ lines for the minority of customers.<\/li>
            • Using heat mapping provided by Content Square I was able to confirm the KPIs ex. billing being the essential part of user journeys on MyRogers. The heat map helped with creating a clear hierarchy and redesigning the components.<\/li><\/ul>\n\n\n\n
              \"Graphical<\/figure>\n\n\n\n

              Information Architecture<\/strong><\/p>\n\n\n\n

              Based on the insights gained from the initial research, workshops, content audits, competitor analysis and Analytics I designed a site map.<\/p>\n\n\n\n

              \"Diagram\n\nDescription<\/figure>\n\n\n\n
              \"\"\/<\/figure>\n\n\n\n

              Wireframes<\/strong><\/p>\n\n\n\n

              \"\"\/<\/figure>\n\n\n\n

              Designed stage approach to allow the technology to upgrade to integrate future implementation  <\/p>\n\n\n\n

              Interim (due to technology limitations)                             <\/p>\n\n\n\n

              \"\"\/<\/figure>\n\n\n\n

              Future Notifications<\/p>\n\n\n\n

              \"\"\/<\/figure>\n\n\n\n

              Mocks<\/strong><\/p>\n\n\n\n

              The team utilized existing components in the design system and created new ones for the specific needs for MyRogers. Each component went through a creation process created by the design system team. This is a thorough review of the ask and includes multiple stakeholders. <\/p>\n\n\n\n

              \"Graphical<\/figure>\n\n\n\n
              \"\"\/<\/figure>\n\n\n\n

              Deliverables<\/strong><\/p>\n\n\n\n

              1. Competitive analysis report<\/li>
              2. Analytics report for current design<\/li>
              3. Sitemaps<\/li>
              4. UX research<\/li>
              5. User journeys\/flows<\/li>
              6. Information Architecture<\/li>
              7. Wireframes<\/li>
              8. Prototypes<\/li>
              9. Mocks incl. Component creation<\/li><\/ol>\n\n\n\n

                Next Steps<\/strong><\/p>\n\n\n\n

                A strategy in place to validate the redesign after launch with research and analytics to further improve the experience.<\/p>\n\n\n\n

                Conclusion<\/strong><\/p>\n\n\n\n

                Redesign will be launched in Q3 2022 if not earlier. The project allowed us to really work together and follow a true agile format. Developers periodically receive assets from design to continue the work to ensure timely release that it is planned for. This project allowed me to work very closely with multiple stakeholders such as product owners, developers, marketing, business, and other designers. <\/p>\n","_et_gb_content_width":"","footnotes":""},"class_list":["post-2001","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/humayunahmed.ca\/portfolio\/wp-json\/wp\/v2\/pages\/2001","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/humayunahmed.ca\/portfolio\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/humayunahmed.ca\/portfolio\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/humayunahmed.ca\/portfolio\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/humayunahmed.ca\/portfolio\/wp-json\/wp\/v2\/comments?post=2001"}],"version-history":[{"count":21,"href":"https:\/\/humayunahmed.ca\/portfolio\/wp-json\/wp\/v2\/pages\/2001\/revisions"}],"predecessor-version":[{"id":2389,"href":"https:\/\/humayunahmed.ca\/portfolio\/wp-json\/wp\/v2\/pages\/2001\/revisions\/2389"}],"wp:attachment":[{"href":"https:\/\/humayunahmed.ca\/portfolio\/wp-json\/wp\/v2\/media?parent=2001"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}