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Digital Product · Product Design · 2021 to 2022

Mercury

Discovery on the Broadband purchase journey inside Mercury's My Account, where comparing plans meant reading a complex table.

Role
CX / Experience Designer
Studio
Catch Design
Client
Mercury
Timeline
2021 to 2022
Mercury: Mercury Broadband in My Account, as it launched. The final s
Mercury Broadband in My Account, as it launched. The final screens are the work of the Catch Design and Mercury team; my part came earlier, in the discovery that set the journey.

How might we improve the existing Broadband Plan purchase journey for customers?

The problem

Customers could already find Broadband plans. The difficulty was comparing them: the information sat in a complex table, which is a reasonable way to store product data and a poor way to help someone choose.

My brief was the discovery phase. I analysed how competing broadband products were presented in New Zealand and Australia, looking for the patterns that made a plan easy or hard to weigh up, then worked with the Catch Design and Mercury teams to map journeys and wireframe alternatives against Mercury's existing layout patterns.

Mercury: Layout options for the plan comparison, worked out on paper.
Layout options for the plan comparison, worked out on paper. Carousel against stacked, vertical against horizontal, and what each becomes on mobile. Getting the shape wrong here costs nothing.
Mercury: The existing-customer flow drawn out end to end, from plan s
The existing-customer flow drawn out end to end, from plan selection through address, loading and confirmation. Laid flat like this, the empty states and waits are as visible as the screens people remember.

Discovery methods

  1. 01

    Competitor analysis

    Broadband products across New Zealand and Australia, read for how each one presents and compares plans.

  2. 02

    Journey mapping and user flows

    Multiple Broadband customer journeys, built with team members from Catch Design and Mercury.

  3. 03

    Wireframing, low and high fidelity

    Options for displaying and structuring plans, kept inside Mercury's existing design layout patterns.

  4. 04

    Design system components

    Where existing patterns could not carry the journey, new components were added to Mercury's design system rather than invented alongside it.

Mercury: The add-Broadband flow that shipped, from plan selection thr
The add-Broadband flow that shipped, from plan selection through to confirmation. Comparison happens a step at a time here rather than all at once in a table.