Client: EE
Sector: Telecoms
Role: Product Designer
References: Help & Support
Delivered: Help & Support and Shop
Software: Sketch, Adobe, Jira, Confluence
Framework: React and Bootstrap
To reduce calls to front-line staff (and improve customer engagement), we set about improving online, in-app and in-store content. Ensuring the brand voice and messaging remained seamless across all business verticals, working closely with developers, content editors, copywriters, and users to improve customer experience.
Help & Support VIEW ONLINE.
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Business Goal
Reduce the volume of refund & support calls.
Bill Shock
User Need
Easy access to support content & tools.
Improved Experience
Audience
New and returning EE customers.
Acquisition
Team
2 Designers UX & UX
3 FE Developers
1 BE Developer
1 QA
3 Off Shore ENG teams
3 Ad Agencies
Improved Customer Satisfaction
Reducing Bill Shock & Refunds
Before…
Successful external campaigns boosted conversion rates, but undisclosed charges on subsequent bills led to frustration and increased refunds.
Preliminary work on search and help content.
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