May 22 2013
May 22

We just launched Zact, one of our largest design projects to date at Chapter Three. We designed nearly 200 comps, including an e-commerce workflow, a customer dashboard that mirrors the functionality of the phone’s software, a Support section built on ZenDesk, and a consumer-facing website.

A disruptive new cell phone provider, Zact is a new company looking to redefine how customers purchase mobile services by making your plan 100% customizable right from your phone with no overage fees or contracts. They even give you a refund every month for any unused minutes, texts or data.

Helping Zact overcome business hurdles
As a new company in a major market, Zact turned to Chapter Three to help them solve some of their immediate business hurdles online.

  • Establishing brand trust
    To overcome lack of brand recognition and to educate new customers about the key advantages of the service, we created the “Why we're different” and “How it works” sections as a way for new customers to get to know us.
  • Paying full price for the phone
    To educate customers about the long term savings of buying the phone at full price, we created an interactive Savings Calculator. The calculator allows customers to compare various plan and phone options to their current bill to show their dollar amount saved over a two year period.
  • Buying a phone online
    Without the ability to physically touch the phone customers are buying, we needed to build in extra guarantees to make customers feel comfortable purchasing a device online. We featured a “satisfaction guarantee” statement prominently throughout the site, promising a refund within 30 days if the customer did not like the phone.

Herculean feats of UX strength
The complexity of interactions across the site gave us an opportunity to flex our UX chops. We collaborated with Zact’s usability specialist, incorporating feedback from weekly usability tests to iteratively improve our designs.

  • Customer dashboard
    To provide the functionality of the phone’s software on the website, we designed a web-specific interpretation of the phone software that empowers customers to access and control the full breadth of Zact’s service offerings. Because the software was being developed in parallel with our web design, we adopted an agile design approach to iterate in sync with the development team.
  • E-commerce
    Our team worked with Zact’s usability specialist to implement a checkout flow pulling from best practices across the web. We delivered a solution that pushes the capabilities of Drupal Commerce and its ability to integrate with third-party systems.

Agile design
An agile design process was critical in the success of this project. We needed to be flexible as requirements and scope were changing daily. We met with the client daily via WebEx with new design deliverables for review, which allowed us to gather feedback often and respond quickly. For any given page, we were able to explore a number of options on a high level before focusing on a more final solution.

In fact, some of the best ideas on the project came directly from the client, as a result of organic discussion during those meetings. The Savings Calculator, which allows users to more visually understand how they will save money over time with Zact, grew out of a conversation we facilitated.

Our first iterations of the Savings Calculator were pretty skeletal and didn’t quite feel right; the user had to fill out the form and click a button before seeing results. After further discussion, the client suggested that we make the actual dollar savings visible and dynamic throughout the page, so that as you interact with the form you can directly see how your savings are affected. This minor design change immediately made the page more engaging and an effective tool in communicating why Zact is a viable alternative to a traditional phone contract.

Starting up in Silicon Valley with Drupal
One of the most exciting and challenging parts of the project was the rapid pace of startup culture. The level of expertise and web savvy amongst Zact’s staff allowed for a flourishing partnership where we were able to push boundaries and do great work together. So far, the site has been covered by some major press outlets, including Gizmodo, Engadget, Forbes and TechCrunch.

The site is finally live, but our work isn’t over yet. We’re continuing to evaluate and optimize the usability of the site and will continue to roll out design updates over the coming weeks. We look forward to working further with Zact and seeing how users will react to the new site.

About Drupal Sun

Drupal Sun is an Evolving Web project. It allows you to:

  • Do full-text search on all the articles in Drupal Planet (thanks to Apache Solr)
  • Facet based on tags, author, or feed
  • Flip through articles quickly (with j/k or arrow keys) to find what you're interested in
  • View the entire article text inline, or in the context of the site where it was created

See the blog post at Evolving Web

Evolving Web