ROLE

ROLE

Lead Visual Designer

Lead Visual Designer

LAUNCHED

LAUNCHED

February 2019

February 2019

THE BRIEF

THE BRIEF

Customers were overloading our customer service agents with calls for help managing the devices on their accounts. Either they needed to log out of all their devices, or they hit their streaming limit with no way to resolve it, or they were concerned about their HBO account being compromised.

Previously, the only way for a customer to manage these situations were to call customer service and request that all of her devices be signed out. As a result, our customer service team was dealing with an average of 402 device sign out requests per month, representing 10 business days a month dealing with just this problem. 

We needed a better solution. 

Customers were overloading our customer service agents with calls for help managing the devices on their accounts. Either they needed to log out of all their devices, or they hit their streaming limit with no way to resolve it, or they were concerned about their HBO account being compromised.

Previously, the only way for a customer to manage these situations were to call customer service and request that all of her devices be signed out. As a result, our customer service team was dealing with an average of 402 device sign out requests per month, representing 10 business days a month dealing with just this problem. 

We needed a better solution. 

It’s mind boggling that [HBO doesn't] have this feature for user security reasons even! Until they add a feature to sign out all devices, I’m adding as many people to my account as possible.

It’s mind boggling that [HBO doesn't] have this feature for user security reasons even! Until they add a feature to sign out all devices, I’m adding as many people to my account as possible.

• Users were terrified about remotely signing out of unknown devices
• Users were hitting their stream limits with no way to take action on illicit devices
• Users have a hard time telling devices apart
  

• Users were terrified about remotely signing out of unknown devices
• Users were hitting their stream limits with no way to take action on illicit devices
• Users have a hard time telling devices apart
  

Users also wanted to remove access from people no longer in their lives.

(the ex problem)

Users also wanted to remove access from people no longer in their lives.

(the ex problem)

Most HBO customers have, on average, 10-15 personal devices active at any given time. Early wireframe explorations focused on a simple list, but I wanted to provide not only an easily scannable list of devices, but a list that also had clearly actionable points. 

Most HBO customers have, on average, 10-15 personal devices active at any given time. Early wireframe explorations focused on a simple list, but I wanted to provide not only an easily scannable list of devices, but a list that also had clearly actionable points. 

I wanted to give the users a clear visual indicator of the devices that were streaming at a glance, but didn't introduce a significant amount of visual complexity. I explored a number of treatments that could draw the user's eye to actionable elements.

I wanted to give the users a clear visual indicator of the devices that were streaming at a glance, but didn't introduce a significant amount of visual complexity. I explored a number of treatments that could draw the user's eye to actionable elements.

Users will be able to manage and control their devices from the HBO desktop, phone, and tablet apps. Future feature development will include the ability to activate new devices, as well as edit the device names so that users can create friendly names to easily identify devices.

Most HBO customers have, on average, 10-15 personal devices active at any given time. Early wireframe explorations focused on a simple list, but I wanted to provide not only an easily scannable list of devices, but a list that also had clearly actionable points.