Reimagine service design.

Evolving a legacy customer service portal.

Project | Customer Service Portal Redesign

Client | Time Inc.

Role | UX Lead (Pitch & Project) · Research Lead

Project Summary

Redesigning the current Time Inc. customer service portal, supporting over 50 of their subscriptions including: TIME, People, Sports Illustrated and Real Simple. A monumental project to restructure core functinalities of the portal, rebrand Time Inc. and integrate delightful mechanics to cross-sell and up-sell products.

Foundational Objectives

1. Service Functional Needs

Make it simple and delightful to subscribe, renew, manage your account, and, if required, get information and help.

2. Flawless Content Management

Leverage the digital, mobile, and social aspects of the new multi-channel ecosystem: enable users to manage content, share content, and more effortlessly engage with content.

3. Innovate Cross-sell & Up-sell

Personalize and integrate marketing efforts so they are relevant, possibly even useful.

Dashboard Wireframe & Design

Persona Development (Bio, Technology, Goals)

User Flows

Edit Address Wireframes

Login Page Design

Login Page Form Validation

Lightbox

Time Magazine Login

FAQ

Key Deliverables

Pitch

Pitch Creative · UX Strategy

Strategy/IA

Competitive Audit · Functional Flows · Personas · Use Case Scenarios · Site Map

Usability Testing

Research Stimuli · Test Scripts

UX

Wireframes · Clickable Prototypes · Functional Specifications

Design

Design Comps · Responsive Design · Style Guide