Brightspeed
Exploring User Personas
By simplifying the WiFi extender purchasing flow, we worked on improving quantity controls and creating a scalable foundation for value-added services across Brightspeed’s digital ecosystem. Through persona-driven strategy and narrative-led UX methodologies, the experience connects business objectives with diverse user needs.
Project Overview
Role:
Sr. Experience Designer
Focus:
UX strategy, interaction design, product architecture
Platforms:
Brightspeed Fiber Buy Flow, Account Management, App, Help & Support
Deliverables:
Product cards, quantity selector, cart integration, educational flows, account management experiences
Design Challenge
Customers with larger homes, physical obstructions, or indoor connectivity needs may experience inconsistent WiFi coverage. Brightspeed needed a flexible, scalable way to offer additional coverage through value-added services while creating a clear, intuitive purchasing experience.
Business Objective
Design a scalable WiFi extender experience that addresses diverse customer needs, reduces friction throughout the purchase journey, and supports incremental revenue through add-on services.
Understanding the Audience
Designing for Different Connected Homes
User personas helped uncover the diverse connectivity needs, behaviors, and challenges of Brightspeed customers.
Every persona became an opportunity to design with greater empathy, purpose, and impact.
Designing Beyond the Purchase
01 · Scalable Experience Systems
Connected-home services require more than a single product card. The experience must support discovery, informed decisions, purchase, ongoing service visibility, and changes to a customer’s plan.
02 · Clarity Through Interaction
Quantity limits, real-time pricing, and accessible controls help make purchasing behavior understandable.
03 · Continuity Across Touchpoints
Customers should be able to understand what they have purchased, what is included in their plan, and how to manage their service.
04 · Designing for Different Needs
Persona-informed thinking encourages consideration of varying technology comfort levels, household needs, and customer contexts.
01 · WiFi Extender Product Page
Product card, product information, pricing, legal terms, and links to additional information.
02 · Buy Flow Integration
Cart interaction, quantity selection, and real-time order summary updates.
03 · How It Works
Educational experience with a quiz-based recommendation concept.
Designing for Different Needs
