Championed Quarterly UX/UI Audits

Background

Quantum Fiber is a high-speed fiber internet service brand launched by Lumen Technologies, formerly known as CenturyLink. The brand focuses on providing ultra-fast, reliable, and secure internet connections to residential and small business customers. With an emphasis on cutting-edge fiber-optic technology, Quantum Fiber aims to deliver exceptional internet performance, enabling seamless streaming, gaming, remote work, and smart home connectivity.

Challenge

Improving the customer experience at Quantum Fiber involved coordinating efforts across multiple departments and overcoming organizational silos, outdated systems, and resistance to change. Even when CX improvements were identified, recommendations were often overlooked or ignored by other teams due to resource constraints and differing priorities. Engineering teams often prioritized technical feasibility, performance, and deadlines over user experience, leading to conflicts in objectives.

Solution

To address these challenges, the UX team implemented quarterly UX/UI audits aimed at increasing customer satisfaction and retention, enhancing user engagement, and improving market competitiveness. We needed to create visibility around the problems we were seeing and advocate for our customers. The goal was to refocus the organization on user needs, shine a light on the possibilities, and foster better product development through continuous feedback, ultimately leading to higher revenue and reduced costs.

The solution involved conducting thorough and systematic UX/UI audits that highlighted key issues, combining quantifiable metrics with qualitative insights, and were regularly tracked.

My Role

I was part of a 4 person, dedicated team responsible for defining the scope and methodology of these UX reviews.

We set clear objectives, engaged key stakeholders, and gathered comprehensive user research through surveys, interviews, usability tests, analytics in addition to our own reviews. By benchmarking against industry standards and competitors, we identified critical areas for improvement. I contributed to developing specific evaluation criteria and selecting appropriate tools and methods for thorough assessments.

Example Top Task Flows

Our team documented findings, prioritized opportunities, and established a follow-up process to measure the impact of changes and ensure continuous user experience enhancements.

As a customer advocate, my role involved thoroughly examining key areas of the customer experience to identify and prioritize necessary improvements. For each audit, I gathered comprehensive user research and customer feedback from various sources, including OpinionLab, chat logs, previous research readouts, UserTesting Mechanic studies, and analytics. I spent time going through each task and examining the UX and UI. I then gathered and presented these findings to key stakeholders and leaders to ensure alignment and drive actionable changes. 

Outcome

Our small team implemented a continuous and systematic feedback process throughout the product lifecycle, integrating this feedback into an iterative design and development process.

Example Trending Graph

Over time, we were able to graph and correlate our Expert Usability Scores and the Quantum Fiber sales conversion rate. This correlation demonstrated the impact of good UX on revenue. 

With data in hand, we successfully pushed teams beyond the "if it meets the requirement, it's good enough" attitude by fostering a culture of excellence that prioritized user satisfaction and continuous improvement.

We saw 80%+ of recommendations implemented within 6 months.

As a result, the Quantum Fiber experience evolved in line with user needs. In the end, we helped prioritize the user experience, better meet customer needs, and drive business success.