Back
Help customers verify and drop-off recyclable DIRECTV equipments. Reduce operational costs and reuse existing devices.
Role: Product Designer
Team: Designer, Copy Writer, Project Manager, Logistics Analysts, Engineer
Problem
Customers looking to recycle their DIRECTV equipment often face a frustrating experience:
- Customers unable to check recycle eligibility.
- No clear drop-off options (at eligible UPS/ FedEx locations) are provided.
- Call support was the only option provided to customers.
Based on our research, 75–80% of customers prefer to drop off their equipment in-store without having to pack or ship it themselves. However, the previous recycling site didn’t offer any support options beyond a phone call, leaving customers with limited guidance and convenience.
Outcome
This project wasn’t designed to generate profit. Its goal was to reduce costs and reuse existing devices — and over time, it ended up saving a significant amount.
The improvements led to a noticeably smoother experience for both customers and support teams, with positive impact across several key areas.
Quantitative
Total Annualized 2025 Cost Savings = $250K+
Savings Due to Reduced Label Printing:
- Total Monthly Savings: $25,824 (Old Site) - $6,460 (New Site) = $19,364
- Even after the 45.9% increase in traffic, the new site saved $19,364 monthly by reducing the number of labels printed.
Savings from Chat Support:
- 592 customers (Avg. Monthly) used chat support, which costs $3 per chat (instead of calling, which costs $8 per call).
- Total Savings from Chat Support: 592 x ($8 - $3) = $2,960 saved monthly by shifting from calls to chat.
Qualitative
Streamlined experience reduced the need for label printing.
Enhanced customer service accessibility.
Pre-collected customer intent reduced agent handling time.
Faster issue resolution improved customer satisfaction.
Lower support load increased operational efficiency.
Process
This illustrates the core experience, with one of the key steps focused on determining whether the customer’s device is recyclable and clearly outlining the appropriate next steps they can take.
A detailed user journey map that visualizes key steps, decision points, and conditions through familiar interactions.
Solution
To improve the overall recycling experience, the solution focused on making the process more intuitive and accessible for customers. Key improvements include:
- Build customer confidence through familiar interaction patterns - guided steps.
- Enabling customers to verify if their equipment is recyclable.
- Introducing a drop-off option at eligible UPS or FedEx locations for recyclable equipment.
- Validating the user-entered model number to guide the next best action.
- Utilizing live chat support to assist customers when needed.
Result
Benefits delivered
Traffic Growth:
- Old Site: Monthly Average Traffic = 6,171 visitors
- New Site: Monthly Average Traffic (including 14 days of transition) = 8,987 visitors
→ 45.9% increase in monthly traffic
Labels Printed:
- Old Site: 1,512 customers printed labels per month.Cost per Label Printed + Packaging: $17Total Monthly Cost: 1,512 x $17 = $25,824
- New Site: 380 customers printed labels per month.Cost per Label Printed + Packaging: $17Total Monthly Cost: 380 x $17 = $6,460
Chat Support:
- Old Site: No contextual live chat agent support was available, leading to high POCR and less self-service.
- New Site: 592 customers used chat support, which was triggered only when the customer needed support, with context passed to the agent. This reduced AHT (Average Handle Time).
Modernization of Recycle Experience
DIRECTV | 2024
Back
Help customers verify and drop-off recyclable DIRECTV equipments. Reduce operational costs and reuse existing devices.
Role: Product Designer
Team: Designer, Copy Writer, Project Manager, Logistics Analysts, Engineer
Problem
Customers looking to recycle their DIRECTV equipment often faced a frustrating experience, leading to uncertainty and potential waste.
- Customers unable to check recycle eligibility.
- No clear drop-off options (at eligible UPS/ FedEx locations) are provided.
- Call support was the only option provided to customers.
Based on our research, 75–80% of customers prefer to drop off their equipment in-store without having to pack or ship it themselves. However, the previous recycling site didn’t offer any support options beyond a phone call, leaving customers with limited guidance and convenience.
Outcome
This project wasn’t designed to generate profit. Its goal was to reduce costs and reuse existing devices — and over time, it ended up saving a significant amount.
The improvements led to a noticeably smoother experience for both customers and support teams, with positive impact across several key areas.
Quantitative
Total Annualized 2025 Cost Savings = $250K+
Savings Due to Reduced Label Printing:
- Total Monthly Savings: $25,824 (Old Site) - $6,460 (New Site) = $19,364
- Even after the 45.9% increase in traffic, the new site saved $19,364 monthly by reducing the number of labels printed.
Savings from Chat Support:
- 592 customers (Avg. Monthly) used chat support, which costs $3 per chat (instead of calling, which costs $8 per call).
- Total Savings from Chat Support: 592 x ($8 - $3) = $2,960 saved monthly by shifting from calls to chat.
Qualitative
Streamlined experience reduced the need for label printing.
Enhanced customer service accessibility.
Pre-collected customer intent reduced agent handling time.
Faster issue resolution improved customer satisfaction.
Lower support load increased operational efficiency.
Process
This illustrates the core experience, with one of the key steps focused on determining whether the customer’s device is recyclable and clearly outlining the appropriate next steps they can take.
A detailed user journey map that visualizes key steps, decision points, and conditions through familiar interactions.
Solution
To improve the overall recycling experience, the solution focused on making the process more intuitive and accessible for customers. Key improvements include:
- Build customer confidence through familiar interaction patterns - guided steps.
- Enabling customers to verify if their equipment is recyclable.
- Introducing a drop-off option at eligible UPS or FedEx locations for recyclable equipment.
- Validating the user-entered model number to guide the next best action.
- Utilizing live chat support to assist customers when needed.
Result
Benefits delivered (Old vs New)
Traffic Growth:
- Old Site: Monthly Average Traffic = 6,171 visitors
- New Site: Monthly Average Traffic (including 14 days of transition) = 8,987 visitors
→ 45.9% increase in monthly traffic
Labels Printed:
- Old Site: 1,512 customers printed labels per month.Cost per Label Printed + Packaging: $17Total Monthly Cost: 1,512 x $17 = $25,824
- New Site: 380 customers printed labels per month.Cost per Label Printed + Packaging: $17Total Monthly Cost: 380 x $17 = $6,460
Chat Support:
- Old Site: No contextual live chat agent support was available, leading to high POCR and less self-service.
- New Site: 592 customers used chat support, which was triggered only when the customer needed support, with context passed to the agent. This reduced AHT (Average Handle Time).
Modernization of Recycle Experience
DIRECTV | 2024
Back
Help customers verify and drop-off recyclable DIRECTV equipments.
Reduce operational costs and reuse existing devices.
Role: Product Designer
Team: Designer, Copy Writer, Project Manager, Logistics Analysts, Engineer
Problem
Customers looking to recycle their DIRECTV equipment often face a frustrating experience:
- Customers unable to check recycle eligibility.
- No clear drop-off options (at eligible UPS/ FedEx locations) are provided.
- Call support was the only option provided to customers.
Based on our research, 75–80% of customers prefer to drop off their equipment in-store without having to pack or ship it themselves. However, the previous recycling site didn’t offer any support options beyond a phone call, leaving customers with limited guidance and convenience.
Outcome
This project wasn’t designed to generate profit. Its goal was to reduce costs and reuse existing devices — and over time, it ended up saving a significant amount.
The improvements led to a noticeably smoother experience for both customers and support teams, with positive impact across several key areas.
Quantitative
Total Annualized 2025 Cost Savings = $250K+
Savings Due to Reduced Label Printing:
- Total Monthly Savings: $25,824 (Old Site) - $6,460 (New Site) = $19,364
- Even after the 45.9% increase in traffic, the new site saved $19,364 monthly by reducing the number of labels printed.
Savings from Chat Support:
- 592 customers (Avg. Monthly) used chat support, which costs $3 per chat (instead of calling, which costs $8 per call).
- Total Savings from Chat Support: 592 x ($8 - $3) = $2,960 saved monthly by shifting from calls to chat.
Qualitative
Streamlined experience reduced the need for label printing.
Enhanced customer service accessibility.
Pre-collected customer intent reduced agent handling time.
Faster issue resolution improved customer satisfaction.
Lower support load increased operational efficiency.
Process
This illustrates the core experience, with one of the key steps focused on determining whether the customer’s device is recyclable and clearly outlining the appropriate next steps they can take.
A detailed user journey map that visualizes key steps, decision points, and conditions through familiar interactions.
Solution
To improve the overall recycling experience, the solution focused on making the process more intuitive and accessible for customers. Key improvements include:
- Build customer confidence through familiar interaction patterns - guided steps.
- Enabling customers to verify if their equipment is recyclable.
- Introducing a drop-off option at eligible UPS or FedEx locations for recyclable equipment.
- Validating the user-entered model number to guide the next best action.
- Utilizing live chat support to assist customers when needed.
Result
Benefits delivered (Old vs New)
Traffic Growth:
- Old Site: Monthly Average Traffic = 6,171 visitors
- New Site: Monthly Average Traffic (including 14 days of transition) = 8,987 visitors
→ 45.9% increase in monthly traffic
Labels Printed:
- Old Site: 1,512 customers printed labels per month.Cost per Label Printed + Packaging: $17Total Monthly Cost: 1,512 x $17 = $25,824
- New Site: 380 customers printed labels per month.Cost per Label Printed + Packaging: $17Total Monthly Cost: 380 x $17 = $6,460
Chat Support:
- Old Site: No contextual live chat agent support was available, leading to high POCR and less self-service.
- New Site: 592 customers used chat support, which was triggered only when the customer needed support, with context passed to the agent. This reduced AHT (Average Handle Time).
Modernization of Recycle Experience
DIRECTV | 2024