We design online experiences that work with offline behaviors.

Our Approach

For Comcast's Digital Voice Center, we began with gap analysis on the existing body of knowledge. We identified a set of primary audience segments and knowledge gaps in how they deal with communication and communication products.

Ethnographic research methods, including observational and contextual interviews, were performed in several markets across the United States. Through ethnographic research, we were able to understand the users' activities, goals, and pain points. We gained invaluable insight into things like: importance of voicemail over caller ID, contact organization methods, prioritization of calling features. Stakeholder interviews were conducted to establish business objectives, concerns, and constraints.

During the initial phases of design, we created paper prototypes and performed usability and task analysis on the paper prototypes to refine the design.