One entry point. Multiple ways to connect.

Role
UX Designer

Date
2023-2024

Platforms
Web, Mobile

Impact
+124.8% scheduled call growth

Self-Identification Based Contact Routing

Designed and launched a contextual engagement widget on DIRECTV’s homepage with clear paths for direct call, scheduled sales callback, and chat. The experience separated new-customer sales intent from existing-customer support needs, improving routing quality across contact paths.

Problem: A Static Contact Flow Was Misrouting Users

The legacy widget only offered “Call Us” and “Schedule a Call,” with no routing logic for new vs. existing customers. This led to misrouted sales calls, limited engagement, and unnecessary strain on the sales team. It also lacked a self-identification step, clearer support routing, and a chat-based assistance path.

From Static CTAs to Intent-Based Routing

The redesign introduced clearer routing across scheduled sales callbacks, existing-customer support needs, and quick chat assistance, helping users reach the right contact path with less confusion.

Routing Open Questions to Chat

Impact