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Residential Online Shopping & Enrollment User Flow

Residential Online Shopping & Enrollment User Flow. Assumptions & Definitions. PROJECT ASSUMPTIONS Longer-term vision is represented here, but planning is still required to pare back functionality that is feasible for June launch

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Residential Online Shopping & Enrollment User Flow

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  1. Residential Online Shopping & Enrollment User Flow

  2. Assumptions & Definitions PROJECT ASSUMPTIONS Longer-term vision is represented here, but planning is still required to pare back functionality that is feasible for June launch Detailed background for this project (including goals, insights, and vision) are included in a separate deck DEFINITIONS (for purposes of understanding these user flows) Plan = Includes plan type, term, green/non-green Plan Type or Offer = Fixed, Variable, and Prepaid. Green is treated as a plan option, but also as its own category for shopping purposes Plan Details = Details of a specific plan which include price and deposit Best Plan = Best Pricing (based on Name, Address, & Zip) Standard Plan = Next Best Pricing (based on partial customer info) Promo Plan = Promotional Pricing (based on targeted advertising)

  3. User Types: Residential Guide Me Mindset: Guide Me By Narrowing Choices For Me Do It Myself Mindset: Provide Me Enough Info to Narrow My Own Choices To solve for a future state of enrollment, we have grouped users into 2 key buckets: Do It Myself users, and Guide Me users Both groups have similar needs and potential shopping habits. Key difference lies in users’ mindset and approach for selection of the right plan. • Needs: • Give Me Choices • Make It Easy For Me • Offer Help Along the Way • Provide Details & Comparisons • Allow Me To Compare to Others • Help Me Learn More • Shopping Habits: • Shop By Price • Shop By Deposit • Shop By Best Value

  4. User Needs vs. Business Needs • USER NEEDS • Give Me Choices • Make It Easy For Me • Offer Help Along the Way • Provide Details & Comparisons • Allow Me To Compare to Others • Help Me Learn More • BUSINESS NEEDS • Best pricing for customer • Increased quality conversions • Increase sign-up for billing services A Careful Balance End solution has to carefully balance the needs of the business with those of users Particularly important with a ‘give-then-get’ vs. ‘get-then-give’ (i.e. how much personal info a user is willing to give in order to shop)

  5. Residential Shopping Paths Plans In Your Area Help Me Choose Scenario Questions Personal Info (Not All Required) Personal Info (All Required) Partial Info Promotion Code All Info Standard Pricing Promo Pricing Best Pricing Best Pricing ENROLL

  6. Residential Shopping Path: Various Entry Points NOTE: Color coding on this slide is used to help differentiate high-level user flow per entrance path Search Fixed Rate Prepaid Green Plans & Services Tab Our Plans Variable Rate Help Me Choose ENROLL Plans in Your Area Shop Now Tab & Module Promo Promo Landing Page

  7. “Plans In Your Area” Details Name Address Zip Code* Promo New vs. Existing My Account Existing New Promo + Partial Info Partial Info Full Info Promo + Full Info Address Valid? No Revisit Address Multi Address Select No Credit Check Plans in Your Area w/ Standard Price & No Deposit Amt Plans in Your Area w/ Promo Price & No Deposit Amt Yes Credit Match? No Credit Check Yes Credit Match? No Get Best Price?** Do I Owe a Deposit? Do I Owe a Deposit? Plans in Your Area w/ Promo Price & Deposit Amt Yes Missing Info SS # or DL# Missing Info SS # or DL# Plans in Your Area w/ Best Price & Deposit Amt Credit Check Credit Check Enroll Compare See Plan Details Help Me Choose Persistent Support Call or Chat

  8. “Help Me Choose” Details 3-5 Scenario Questions: • Price Protection vs. Flexibility • Renewable vs. Not • Concerned About Deposit • Predictable Monthly Flat Rate? Scenario Questions Help Me Choose New Name* Address* Zip* Address Valid? No Revisit Address Multi Address Select No Yes Credit Check Credit Match? Yes No Best Price & Deposit Amt (1-3 shown) Standard Price & No Deposit Amt (1-3 shown) Do I Owe A Deposit? Persistent Support SS # or DL# Call or Chat See Details Enroll Compare Want more options?

  9. “Enroll” User Flow Show Deposit Amount Show Alternate Plans Lower Deposit Available? Credit Check Run? Credit Check Yes Address Info (Prefilled) Customer Info No Include DL# or SS# fields if credit check not previously run No Yes Yes Moving? Paperless Billing Budget Billing Spanish Billing Recurring Payments Billing Services Selection Deposit Collection Form Process Order Previous Service Address Mail Email SMS Contact Preferences My Account Registration Enroll Confirmation & Summary Persistent Support = Billing Services and Preferences in Phase 2 Call or Chat

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