Terminix My Account UX/UI

Terminix My Account UI

How would we improve the adoption of Terminix My Account and the overall client experience?

Insight

Terminix My Account is an online portal for Terminix customers to access their accounts. With the increasing traffic to the My Account portal, we have begun collecting customer feedback. We observed areas for improving the engagement for an online account—our primary goal in our plans where to improve the UX of our core UI. Consolidate by using the SCAMPER technique in Design Thinking and applying more improved Interaction Design principles of human interaction. Using the feedback and unmoderated video recordings of users, we understood the need for interacting behaviors to improve the functionality of client pain points to complete tasks.

UX/UI Mock-up's and Variations

Throughout a two-week sprint, I worked with the Product Owner and development team to better our ideas and concepts using activities. We incorporated improvements to the overall UI with updates to our client flow and developed a small design system of reusable components. Some of our ideas were to provide affordance to the UI subtly, adding visual feedback with color and text changes along with icons that provided a more general understanding of open and close for drop-down menus and list items, radio vs. checkbox needs for clients’ selections. We also removed icons that would not provide enough context for the action the client needed to take and converted these into simplified words as a secondary button. Buttons were adapted to have primary to secondary looks and interactions. We combined areas that clients would commonly look for in the previous version. And consolidated the regions with casual relationships using Material styled accessible tab components.

We improved the content with more contextual labeling for list items with more familiar language for clients. If they had a payment option for a bank account, we labeled it Bank Account; if it was a credit card, we used the card type and the last four digits of the card. Other improvements were a more contextual understanding of what actions clients could act on when looking to make modifications to list items.

Solution

Our improvements were developed and deployed within a four-week sprint cycle, and we saw a dramatic decrease in user confusion and frustrations. Our reports provided insights that our consolidation and overall UI improvements allowed clients to modify and take action much quicker with reduced friction for performing these actions.

Additionally, users soon began accessing their accounts more regularly using their mobile devices due to the reduced UI component code latency and ease of use of our updated UI.