With 26 million customers, Comcast has a great incentive to make its users’ account management tasks, such as paying their bill, quick and easy.

One of the most difficult problems users faced with managing their accounts was that from a company perspective their is a billing account and a set of users on that account who can manage various aspects of their services. So one person may pay the bill and others in the household were viewed a sub-users who could manage various aspects of the services they personally used (email accounts, dvr programming, online viewing, voice mail, etc) based on permissions granted by the account owner. This caused much confusion for users.

I was tasked with working on a new experience and with testing the experience with real users.

Here is the usability report (large file!) that depicts what worked and what didn’t and has screen grabs of various designs.