Twilio Billing Console Redesign
Redesigning Twilio's billing console that generated 800 support tickets every month.
My Role: Lead UX Designer Timeline: 3 months
Team: Kevin Braun (UX Director) Neil Zarama (PM)
https://clutch.co/profile/momentum-design-lab#review-794112
01. The Challenge
Twilio's billing system is used by thousands of customers everyday. The billing interface was quickly built with time constraints and thus resulted in design and development debt overtime. This resulted in Twilio's support team receiving an estimated 800 support tickets a month. The goal for this project was to uncover what issues Twilio's customers were having from both a UI and UX perspective.
My role as a Lead UX Designer was to partner with the UX Director on user research and redesign Twilio's billing console to reduce the support tickets by over 70%.
Information Architecture
02. User Research
I teamed up with our UX Director to source candidates for user interviews, we reached out to Twilio's support team directly to conduct the research. Because of time constraints and very limited access to users we chose to interview two members of the support team. This way they can give us direct insights on pain points and give us a direction on design as the next best thing from the users.
Combined with the insights from user research we created three personas that were the best match to the users of Twilio. The personas gave us a higher level direction of pain points that we can internalize from a human lens.
03. User Flows
Combined with the insights from user research I created two user flows, one highlighting pain points and the other highlighting opportunities to fix these issues from a interface perspective.
User flow exploration
User flow with pain points
User flow with oppotunities
03. User Insights and Solutions
Screen documentation with listing of UX and UI issues
Documentation Detail
Insight #1 (Billing Team): Users are unable to see a breakdown of costs.
Redesigned billing overview, the usage summary now shows a breakdown of purchased Twilio products.
Insight #2 (Universal): Users are not informed that debit cards are not accepted.
Before
After
Insight #3 (Universal): Users have difficulty understanding how recharge amounts are calculated.
Before
After
Insight #4 (Billing): Users are unable to see tax information in balance and how it is calculated.
Before.
After
With tax calculated
Insight #4 (AP Team): When downloading an invoice users don't have an option of time ranges and file types.
04. Measuring Results and Success
We got a verbal confirmation from Twilio's PM Rebecca that their team are using the redesigns as a base to build on with other parts of the billing system like usage and general settings. We also received confirmation from Twilio that these redesigns will significantly help increase customer retention and decrease support tickets by 70%.
