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
Connected Experiences, Designed to Scale
Every interaction serves a purpose and every design decision tells a story, we connected users to the WiFi coverage they need through intuitive experiences designed for real homes, real challenges, and diverse connectivity needs.
Design Challenge
Project Focus: Delivering a connected, end-to-end WiFi extender experience within a four-week product development timeline.
The 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.
Timeline & Scope
4 Weeks · UX Strategy → UI Design → Development
UX research, user flows, and interaction design
UI design and responsive experience refinement
Collaboration with Product and Business Analysts
Jira task management and Confluence documentation
Cross-functional coordination from UX through development handoff
Designing Beyond the Purchase
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.
Scalable Experience Systems
Designing for one add-on service can establish patterns that support additional services in the future.
Clarity Through Interaction
Quantity limits, real-time pricing, and accessible controls help make purchasing behavior understandable.
Designing for Different Connected Homes
Understanding the Audience
User personas helped uncover the diverse connectivity needs, behaviors, and challenges of Brightspeed customers from families navigating multiple devices to older adults seeking straightforward technology solutions. Every persona became an opportunity to design with greater empathy, purpose, and impact.
OUTCOME · DELIVERABLES
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.
LESSONS · REFLECTION
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.
