Reimagining how 11 million customers manage their service.
DIRECTV’s billing and account experience hadn’t kept up with its 11 million subscribers. The company needed a single, mobile-first system to carry both satellite and streaming forward. I led creative from pitch through launch with a small senior team — a UX Design Director and a CD running day-to-day across 100+ screens, three integrated payment platforms, and a design system built to scale beyond the initial release. The work earned a relationship that’s continued well past my involvement on the account.
A modular launchpad, built mobile-first.
The fix wasn’t a redesign. It was a system. We built a modular launchpad that pulls the highest-volume tasks into one place: pay a bill, update a subscription, change a preference. Designed as mobile-first and scalable across satellite and streaming, it is consistent enough to make the boring stuff feel quietly competent.
Built into the existing system, not on top of it.
The work also pushed DIRECTV’s existing design system forward. Rather than ship a parallel pattern library, we extended the components already in use, improving accessibility, and adding the patterns the new launchpad needed. The result is a system that absorbed the work we created, and helped accelerate deployment of the solution.
What changed.
Customers got faster, easier, happier and support call volume went down.
+8%
Customer satisfaction scores after launch
+12%
Successful self-service task completion
-2sec
Seconds off page load time
What came next.
The work was strong enough to keep the relationship growing after I’d moved on. We opened the door to tracks of business that are still active today.
View more case studies.
