HP Account Management system
Unified account management system, cutting support costs by 30% and boosting NPS.
Project Type
HP Unified Acount Management
Team
Program Management, Core Platform, Global XD, Engineering, Analytics, Research, Quality Assurance.
Deliverables
Product Strategy, Research, MVP definition, Wireframes, UI/UX Design and Prototyping
User Problems (Qualitative Data)
Disjointed account management experience across Print, PC, Services, and for all HP customers.
Items are bought and managed through various websites and portals, including Subscriptions and Billing for those products/services.
Customers perceive HP as fragmented rather than “One HP,” to confusion, frustration, and negative perceptions of the brand.
Restricts HP's ability to boost acquisition, engagement, and revenue generation through upselling and cross-selling
Quantitative data research:
HP Portal Account usages
*Based on subset of users opted-in for analytics
Monthly average users
40 million
20 million
13
million
Touchpoint
HP Smart app
Smart Portal (.com)
HP Support assistant
Signed in users
20
million
4
million
200
thousand
Signed in - access account
1.7
million
Analytic Insights
Only signed users can access the account portal to manage their account.
4 million unique users access the portal monthly, representing 20% of our signed-in Smart users.
20 million users signed into the Smart app, about 50% of monthly active users
Last year, 28% ofpsmart.com users accessed "Instant Ink" under "Account."
Experiences with multiple accounts at HP
Support
HP Store
HP Website
HP Support assistant
Double Diamond Design process
Let's build the right thing
Let's build the thing right
Idea or the Problem?
Discover
Define
Design
Develop
Solution
Workshopping session
Viable assessment
Pitch deck
Wireframes
Mockup
Prototypes
Product
Application
Discovery: Workshop and Information Architecture Processes
Wireframes
After outlining the initial information architecture, I aimed to validate my hypotheses with current users to identify their key values.
Wireframe 1:
Simplified Broad and Accessible View
Hypothesis
We aim to determine whether users prioritize editing their profile or personal information as soon as they access accounts.
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Wireframe 2: Dynamic
Hypothesis:
Users may have certain actions they to access quickly. Thus, shortcut cards could be advantageous as they offer a straightforward method for directing users to desired locations efficiently.
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Wireframe 3: Funnel View
Hypothesis
A left-side navigation menu is unnecessary, as users can focus on one task at a time. They can do this via:
1. The dropdown avatar menu
2. Two information sections below, highlighting Recent Orders and Latest Activity.
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Qualitative and Quantitative research
Goals:
-
To allow users with multiple HP accounts a unified account management experience.
-
Explore which features to include in the account experience
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Identify which solution provides users
-
Ease of use
-
Intuitiveness
-
Discoverability
-
Study Design
The study aimed to gather qualitative quantitative data from users to guide the integration of HPX components into the HP smart mobile app. It was conducted as a moderated A/B multivariate test, where users shared their thoughts and impressions while completing specific actions.
Moderated question methods included:
-
Users perform tasks while verbalizing their thoughts to the moderator.
-
Moderators ask value questions on a 1-10 scale regarding pages and affordances.
-
Ease-of-use questions on a 1-5 scale were also posed by the moderator.
-
A preference test concluded each session.
User Research
-
8 users
-
28-38 years old
-
3 males, 5 females
8 Full-time Employees
4 were required to be HP application users. 4 were required to not have used HP applications
All were required to be desktop or laptop users
All had purchased a computer accessory in the last 5 years
Results
Recommendations
Justification
-
6/8 users chose this solution as the best solution of the 4.
-
"My stuff" seemed informal and unprofessional to a majority of users.
-
Users want to be able to access general support without having to scroll to the bottom.
-
Users were able to get back to the previous page, but it took them some time to remember what page they just came from. A back button is more intuitive.
-
Users understood headers and the items within them but stated certain items would be better placed in other headers.
-
Most users have certain things they care about and want to get in and out
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Utilize the simplified broad and accesible view solution.
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Try not to use the header “My Stuff” utilize profile or account instead.
-
Give “general support” its own link in navigation so it’s not hidden at the bottom of the page.
-
Provide a back button or arrow so users can return to previous page without confusion.
-
Conduct Card sort using hierarchy of chosen solution.
-
Make shortcut cards personalized to each user by allowing them to select or adding them based on what users visit the most.
Design deliverables
-
Users can now access and control all your HP devices, solutions, and services from your My HP Account page whenever and wherever they need.
-
Review and manage your HP Subscriptions linked to your devices and services (overview, purchases, cancellations, etc.).
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Update your profile, personal information, shipping and billing details, notifications, consents, and HP ID settings.
-
View and manage your "My Personalized Account" dashboard upon logging into the My Account portal.
Methodology
The testing involved a total of 5 moderated sessions, w each lasting 30 minutes. Participants went through the entire Mac Catalyst Scan flow during these sessions.
Primer
Before the testing began, participants were informed that they had just finished setting up a printer and were now interested in using the HP Smart app on their Mac to scan documents. The moderators then shared their screens to show a developed version of HP Smart and guided the participants through the scanning process, asking for feedback on various functions along the way.
Results
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Your Account Works For You. Anytime, Anywhere
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My Account should help the customer get the most out of their relationship with HP.
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An experience with functionality that is intentional, personalized, and both task and outcome-driven.
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A gateway to your current world with HP – serves as a reflection of your relationship with HP, with what you’re connected to and everything you have subscribed to.
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Enables users to take secondary actions and provides value-added features (upsell/cross-sell).
-
My Account is a space that gives the user Access and Security for their device and account regardless of service and subscription status.
Incredible team members
Amalka (Product leader)
Caroline (Program manager)
Jared (Analytics)
Chantal (VX)
Carlos (Engineering)
Everson (Portal)
