Terminix My Account UX/UI

The primary goal was to enhance the adoption and overall client experience of the Terminix My Account online portal. With increasing traffic, customer feedback and unmoderated video recordings revealed areas for improving online account engagement, specifically related to the user experience of the core UI. The challenge involved consolidating elements and applying improved interaction design principles to address client pain points and streamline task completion, representing a problem of usability and engagement that called for adaptability to evolving user needs in an online environment.

Over a two-week sprint, my collaboration with the Product Owner and development team guided the refinement of ideas and concepts through various Design Thinking activities. Improvements were seamlessly integrated into the UI, including updates to client flow and the development of a small design system of reusable components—a key blaze marker for future efficiency. Specific actions included adding subtle visual feedback with color and text changes, clarifying icons for open/close dropdowns, judiciously using radio buttons versus checkboxes, and converting confusing icons into simplified words for secondary buttons. Common client lookup patterns informed the consolidation of areas, utilizing Material-styled accessible tab components. We also improved content with more contextual and familiar language for clients, such as specific card types and the last four digits for payment options. This demonstrated resourcefulness in refining existing components and a deeply empathetic understanding of user interaction behaviors.

The improvements were developed and deployed within a rapid four-week sprint cycle, resulting in a dramatic decrease in user confusion and frustrations. Reports provided insights that our consolidation and overall UI enhancements empowered clients to modify and take action much quicker with reduced friction for performing these actions. Additionally, users soon began accessing their accounts more regularly via mobile devices due to reduced UI component code latency and ease of use of our updated UI. This work directly contributed to improved customer satisfaction and engagement, fostering a more seamless and resilient user experience that reflected an intuitive understanding of human-centered design.