As of April 10, 2024, broadband providers must provide standardized FCC labels to all customers. Initially, Xfinity customers had to call an agent and wait up to 30 days to receive their label—a slow, costly process.
I designed a self-serve solution in My Account that allows customers to easily access their FCC labels to reduce call volume and meet compliance requirements—all while enhancing the user experience.
As the sole UX designer, I led the design process from ideation to implementation, collaborating with copywriters, product partners, and engineers to ensure clarity and alignment
Figma, Miro, Jira
UX Designer
April to October 2024
Before the dashboard launched, customers had to reach out to customer service to request their FCC label, which then had to be manually delivered within 30 days.
How might we design an intuitive, self-serve experience for FCC labels that eliminates agent assistance while meeting regulatory requirements?
I designed a mobile-first dashboard where customers could easily access their labels. The design was scalable, allowing users to view up to five labels, and intuitive, with a tabbed navigation system that made toggling between labels effortless.
By introducing a self-serve experience, we reduced call volume significantly, cutting operational costs and enhancing both efficiency and user satisfaction.
FCC labels are standardized documents that provide clear and concise information about a service plan’s cost, data limits, and performance characteristics, ensuring provider transparency.
When designing the label, we prioritized a clean, structured layout that met FCC regulations while emphasizing clarity and readability.
The label’s size and shape initially posed limitations, so we began with a mobile-first design to ensure optimal readability on smaller screens.
As we expanded to desktop, we introduced a central column that not only accommodated the label’s design but also mirrored the layout of the MyAccount page, creating a seamless transition for users.
As most Xfinity customers would have multiple FCC labels associated with their account, we introduced a tabbed navigation system at the top of the screen, allowing users to easily toggle between up to six labels.
This design maximized efficiency, providing quick access to each label while maintaining a clean, organized layout.
The final design ensures a smooth, intuitive journey through the MyAccount portal, providing quick access to a user’s FCC labels with minimal effort.
Before the implementation of the label hub, customers relied heavily on manual support to access their FCC labels, resulting in higher operational costs and inefficiencies.
The solution—a self-serve, intuitive dashboard—empowered users to access their labels with ease, reducing support costs while enhancing user satisfaction.