Dish In-home Tablet Experience
In my role as a Product Manager, I played a pivotal part in enhancing the user experience for the two distinct versions of this product launched in the fall of 2022 and early 2023. One of my key contributions involved crafting and building interactive components. I collaborated closely with the design team to ensure these components not only aligned with the company's branding but also provided a visually appealing and intuitive interface for users.
Moreover, I prioritized accessibility throughout the development process. By adhering to best practices and implementing accessibility standards such as ARIA roles and semantic HTML, I ensured that all users, including those with disabilities, could navigate and engage with the product effortlessly. This commitment to accessibility broadened our user base and demonstrated Dish Network's dedication to inclusivity.
A significant focus of my contribution was optimizing the performance of the user interface, which was crucial given the heavy reliance on visual assets in this application. Understanding the importance of quick load times, I strategically implemented techniques such as optimizing image assets for different screen resolutions and employing lazy loading to prioritize content rendering. These optimizations were particularly impactful in the mobile version of the product, ensuring that users on various devices experienced swift and seamless interactions. By streamlining code and employing best practices for efficient resource loading, I contributed to creating a responsive and high-performing application. This dedication to performance optimization played a pivotal role in enhancing user satisfaction and contributed to a 26% increase in the average in-home work order value, translating to approximately $6.75 million in additional revenue over four months.
Stakeholder Knowledge
The request for this project originated with Dish’s In-Home Services president. Working closely with their VPs and other IHS stakeholders, we started to map out the technician experience.
Our team was able to leverage research we gathered for a separate project that involved dish technicians. That knowledge gave us a solid foundation for understanding the technician workflow. You can learn more about that project and the research used by viewing this case study.
Limitations and Opportunities
Technician Devices
Dish Services had a supply of tablets that weren’t being used. These devices would be a good way to quickly and inexpensively supply the technician with a resource that would help facilitate communication about available products.
Timeline
This was an urgent request from stakeholders. We used our internal front-end team to build the experience as an alternative to working with another development team that needed a much longer lead time.
Training
We wanted to ease adoption for this experience and build something that wouldn’t require extensive technician training or process adjustments. By simply supplying the platform we could lean on technician expertise to determine how to use it most effectively.
Journey Map
1.
Technician arrives for Dish installation and greets customer
2.
Technician reviews details of service and confirms installation.
3.
Technician offers customer tablet to browse while installation is being completed.
4.
Installation is completed and technician discusses additions to the work order.
5.
Additional products are installed or technician closes work order and departs.
Increasing Accessibility
Dish serves a rapidly growing Latino market across many regions in the United States. We wanted to provide an opportunity for native Spanish speakers to enjoy the same experience. Gathering feedback from technicians and working closely with the Latino Brand team we translated language and images to fit a story that would accommodate this important customer base.
Launch And Iteration
The first iteration launched to 500 technicians throughout the West Coast region using the stock of Galaxy tablets Dish had on hand. We set up a quick spreadsheet for technicians to input verbatim feedback while we worked on setting up session analytics through Quantum Metrics. There was positive feedback overall but plenty of room to improve.
As we began work on the second iteration we had to find a way to get the product to technicians across the country in a efficient and cost-saving way. One reoccurring piece of feedback was that technicians liked being able to give the customer the tablet to browse while they completed the regular installation. Instead of purchasing thousands of tablets we built out a mobile version of the experience that technicians could share with customers via QR code. This was a quick and efficient way of rolling out the experience to a much larger audience and put even more control into the hands of the customer as they were able to continue browsing even after the technician left the home.
“Customer enjoyed using the tablet, [they] stated the tablet was very user friendly”
“Customer said: if he will need something, he knows where to call. Good idea”
“Customer really enjoyed the tablet. She had a technician with it at her install a few days ago. She purchased items from him based on what she found on the tablet she said.”
“Customer enjoyed looking at the products and engaged with me a bit about products he was interested in”
Results
Increased in-home sales by 26.20%
Average work order value increased from $25.77 to $32.52 over a 4 month period.
Dish equates each $1 per work order to roughly one million in added revenue, making the $6.75 average lift equate to 6.75 million dollars in additional sales.
Roll out to 5,000+ Technicians
After proving success of the concept with the first 500 technicians, the product team rolled out the tablet experience to all 5,000+ Dish technicians.
