Dish Design Sprint

Dish Design Sprint

Design Lead / 2015

Dishhero

With over 13 million subscribers, DISH is the primary source of digital entertainment for many Americans. In 2015, the company wanted to expand the value of their account management app to give customers the ability to view their current package, make changes, and pay their bill.

Customer service costs were increasing and the DISH team knew they needed to depart from their traditional top-down process of product development to ensure the new app addressed customer pain points.

I was charged with leading a 10-day design sprint focused on discovering what would elevate the customer service experience, in addition to guiding the team through a new process that put customers first, moved quickly, and embraced change. 

We began by understanding what customer problems existed and what functionality was really needed. 

We began by understanding what customer problems existed and what functionality was really needed. 

A combination of customer service records, user interviews, and a top task survey gave us a detailed picture of the challenge at hand before we moved into solutions.

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How could we build trust with customers?

How could we build trust with customers?

After documenting business objectives and customer experience goals, it became clear that trust between a customer and service provider in the industry was nonexistent, and thus an opportunity worth chasing.

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Over the course of 10 days, we tested versions of our prototype with 5 current DISH customers and 5 competitor customers. Our test scripts were focused on uncovering usability issues and gathering quantitative feedback around key success metrics using a Likert scale.

“What would you change to make this better for you?”

“What would you change to make this better for you?”

user testing notes

We concluded knowing DISH was on the right track to building something their customers valued.

“This experience was incredibly enriching. I walked away with tons of great notes and ideas for how I’d like to improve my own team’s processes.”

“The design sprint experience was incredibly enriching. I walked away with tons of great notes and ideas for how I’d like to improve my own team’s processes.”

Douglas Yoder, Senior Development & Architecture Manager at DISH

DishCanvas

The team

The team

Garrett Kroll / Design Lead

Lucia Ulc / UI Designer

Brooks Wright / UX Designer

Douglas Yoder / DISH

Marc Paladino / DISH

Kevin Meyer / DISH

Jenny Suh / DISH

Garrett Kroll / Design Lead

Lucia Ulc / UI Designer

Brooks Wright / UX Designer

Douglas Yoder / DISH

Marc Paladino / DISH

Kevin Meyer / DISH

Jenny Suh / DISH