As a leader in DIY home security, customer service is paramount for Frontpoint.
While Frontpoint’s support is top notch, customers were mostly relying on calling in to get help. This was counter to growth and the culture of DIY.
Frontpoint approached us with two goals in mind: empower customers to find answers quickly and lower their support overhead by leveraging a cross-platform knowledge base system interwoven into their mobile app, customer portal and website. Additionally, they hoped to find new opportunities with this system to upsell customers on their fast-growing home automation segment.
We began by interviewing stakeholders to best understand the customer service culture and challenges. We then created user stories from Frontpoint’s customer personas to help visualize how different customers would access and use the knowledge base. Armed with this knowledge, we forged user flows to define the pathways users will take to find solutions to common problems, while balancing direct customer service contact options and upsell opportunities.
Following our UX strategy and planning, it was time to get visual. Wireframes came next, helping to establish content, formatting and placement across numerous customer touchpoints.
The wireframes allowed us to iterate quickly before moving into high-fidelity designs, and ultimately front-end code which could be handed off to Frontpoint’s in-house development team for implementation.
The outcome is a highly accessible system that Frontpoint customers—from DIY tech geeks to busy moms—can access anytime to keep their families safe and secure.