Helping small business owners find their perfect plan

Helping small business owners find their perfect plan

Overview

Rogers' Share Everything for Business is a flexible wireless plan that lets you work how you want. You start by choosing a device Tab and adding extra lines for your team at a discounted rate. You can also customize your plan with add‑on services. Everyone enjoys the same features and shares one pool of data.

My Role

I led the visual and experience redesign of the Share Everything for Business web page to help customers make educated purchases online.

Deliverables

The Problem

When presented with so many options, customers were unclear about what the difference between device tabs was, and if they noticed the different types of tabs at all. Quite a few customers breezed right past the tab selector and went straight to choosing their plan with the default tab selected.

This lack of clarity led to a significant amount of customers calling in to purchase plans, costing the business around $10 per call.

The Data

This is how the original Share Everything for Business landing page used to display tabs. On top of unclear copy and an unappealing table layout, a tab was pre‑selected on page load, not exactly encouraging customers to click around to learn about the different tabs.

The original Rogers Small Business plans table

The Journey

While the end goal was to reduce incoming calls, customers could only purchase Plans online, meaning they would still need to call to purchase add‑ons. Therefore, my focus was to educate customers and increase conversion.

I discovered that even my fellow employees didn't fully understand what the different tabs meant. I dug deeper, looked at previous research, and spoke with internal marketing specialists before beginning wireframes.

Researcher Rob's user journey

The Concept

I scoured the web to see what how our competitors were solving the problem. Turns out they weren't doing it any better than we were. Complex plans and tab modules seemed to be inherent in the telecommunications industry.

New Share Everything for Business wireframeNew Share Everything for Business wireframeNew Share Everything for Business wireframeNew Share Everything for Business wireframe

The Final Design

After dozens of iterations, discoveries, and business requirements, we finally settled on a design. I polished the mockups and created an interactive prototype that was socialized and well‑received by stakeholders.

New Share Everything for Business Featured mockupNew Share Everything for Business Plans mockupNew Share Everything for Business Add-ons mockup

The Outcome

The project was ultimately descoped when the company restructured their enterprise business model and introduced unlimited data plans. In the interim, we would keep the old page header, only replacing the table with the re-designed Plan experience.

Share Everything for Business web page after scope changes

Usability Results

  • Customers preferred filtering by data first
  • There was more clarity around Tabs
  • Easy to compare Tabs within data buckets
  • Able to make more confident decisions

Takeaways

  • Gimmicky product names lead to misunderstanding and mistrust
  • Silos within the business negatively impact the customer experience
  • The browse experience should carry over to the buy flow
  • Involve key stakeholders early on
Share Everything for Business web page after scope changes