Back
Redesigned DIRECTV’s account portal into a mobile-first, Hub-and-Spoke experience, improving speed, usability, and customer self-service success.
Role: Product Designer
Team: Designers, Writers, Project Manager, Product Owner, Engineer
Problem
The existing account portal presented several usability issues that impacted both customer satisfaction and self-service efficiency. Key challenges included:
- Difficult navigation – Users struggled to locate features quickly, leading to frustration and call-center dependency.
- Hard-to-find tasks – Critical, high-volume actions (e.g., billing and payment) were buried or required multiple clicks.
- Inconsistent mobile experience – Not optimized for mobile-first usage, making on-the-go account management harder.
Outcome
- The new Account Experience (Launchpad) allows allow customers to navigate more easily.
- Faster page load performance.
- Optimized mobile-friendly experience.
- Improved customers satisfaction and reduce the need to contact an agent.
KPI Improvements
Page load: 2.3s reduction
CLS (Cumulative Layout Shift): improved from 0.7 to 0.1
CSAT (Customer Satisfaction): up 8%
Ease of use: +14.5%
Successful task completion: +12%
Key challenge & goal
A core challenge was making it easy for customers to return to the account overview from anywhere within the experience. As the redesigned portal followed a hub-and-spoke model—where the account overview serves as the central hub and key tasks branch off as spokes—it was essential to ensure customers never felt lost or stuck in a flow.
The goal was to create a seamless navigation experience that allowed customers to effortlessly return to the hub (the LaunchPad) at any time, reinforcing clarity, control, and confidence throughout their journey.
Solution
The redesigned experience focused on making the interface more intuitive, scalable, and adaptable to customer needs. The navigation was simplified to reduce friction and help customers easily move between tasks. Core actions were reorganized and clearly defined to ensure customers could quickly find what they were looking for.
To support long-term growth and evolving functionality, the application was built with flexibility in mind. A system of simple, modular UI components was implemented to promote consistency and make future updates more efficient.
Result
Mobile First Account Experience
DIRECTV | 2025
Back
Redesigned DIRECTV’s account portal into a mobile-first, Hub-and-Spoke experience, improving speed, usability, and customer self-service success.
Role: Product Designer
Team: Designers, Writers, Project Manager, Product Owner, Engineer
Problem
The existing account portal presented several usability issues that impacted both customer satisfaction and self-service efficiency. Key challenges included:
- Difficult navigation – Users struggled to locate features quickly, leading to frustration and call-center dependency.
- Hard-to-find tasks – Critical, high-volume actions (e.g., billing and payment) were buried or required multiple clicks.
- Inconsistent mobile experience – Not optimized for mobile-first usage, making on-the-go account management harder.
Outcome
- The New Account experience (Launchpad) allows allow customers to navigate more easily.
- Faster page load performance.
- Optimized mobile-friendly experience.
- Improved customers satisfaction and reduce the need to contact an agent.
KPI Improvements
Page load: 2.3s reduction
CLS (Cumulative Layout Shift): improved from 0.7 to 0.1
CSAT (Customer Satisfaction): up 8%
Ease of use: +14.5%
Successful task completion: +12%
Key challenge & goal
A core challenge was making it easy for customers to return to the account overview from anywhere within the experience. As the redesigned portal followed a hub-and-spoke model—where the account overview serves as the central hub and key tasks branch off as spokes—it was essential to ensure customers never felt lost or stuck in a flow.
The goal was to create a seamless navigation experience that allowed customers to effortlessly return to the hub (the LaunchPad) at any time, reinforcing clarity, control, and confidence throughout their journey.
Solution
The redesigned experience focused on making the interface more intuitive, scalable, and adaptable to customer needs. The navigation was simplified to reduce friction and help customers easily move between tasks. Core actions were reorganized and clearly defined to ensure customers could quickly find what they were looking for.
To support long-term growth and evolving functionality, the application was built with flexibility in mind. A system of simple, modular UI components was implemented to promote consistency and make future updates more efficient.
Result
Mobile First Account Experience
DIRECTV | 2025
Back
Redesigned DIRECTV’s account portal into a mobile-first, Hub-and-Spoke experience, improving speed, usability, and customer self-service success.
Role: Product Designer
Team: Designers, Writers, Project Manager, Product Owner, Engineer
Problem
The existing account portal presented several usability issues that impacted both customer satisfaction and self-service efficiency. Key challenges included:
- Difficult navigation – Users struggled to locate features quickly, leading to frustration and call-center dependency.
- Hard-to-find tasks – Critical, high-volume actions (e.g., billing and payment) were buried or required multiple clicks.
- Inconsistent mobile experience – Not optimized for mobile-first usage, making on-the-go account management harder.
Outcome
- The new Account Experience (Launchpad) allows customers to navigate more easily.
- Faster page load performance.
- Optimized mobile-friendly experience.
- Improved customers satisfaction and reduced need to contact an agent.
KPI Improvements
Page load: 2.3s reduction
CLS (Cumulative Layout Shift): improved from 0.7 to 0.1
CSAT (Customer Satisfaction): up 8%
Ease of use: +14.5%
Successful task completion: +12%
Key challenge & goal
A core challenge was making it easy for customers to return to the account overview from anywhere within the experience. As the redesigned portal followed a hub-and-spoke model—where the account overview serves as the central hub and key tasks branch off as spokes—it was essential to ensure customers never felt lost or stuck in a flow.
The goal was to create a seamless navigation experience that allowed customers to effortlessly return to the hub (the LaunchPad) at any time, reinforcing clarity, control, and confidence throughout their journey.
Solution
The redesigned experience focused on making the interface more intuitive, scalable, and adaptable to customer needs. The navigation was simplified to reduce friction and help customers easily move between tasks. Core actions were reorganized and clearly defined to ensure customers could quickly find what they were looking for.
To support long-term growth and evolving functionality, the application was built with flexibility in mind. A system of simple, modular UI components was implemented to promote consistency and make future updates more efficient.
Result
Mobile First Account Experience
DIRECTV | 2025