Role: Product Designer (UI/UX)
References: Help & Support
In an effort to reduce calls to front-line staff (and improve customer engagement), we set about improving the content available online, in-app and in-store. Ensuring the brand voice and messaging remained seamless across all business verticals (be it billing or sales). Working closely with developers, content editors, copywriters, and researchers to improve customer experience.
Preliminary work on search and help content.
Preliminary work on search functionality and help content.
Preliminary work for EE Help & Support
Reducing bill shock
To reduce calls to front line staff and reduce bill shock, we set about aligning the messaging and support between marketing and billing; online, via emails, in-app and in-store. Ensuring the brand voice and messaging remained seamless across all business verticals.
Here we take a look at the preliminary work done on the Responsive Email Template for 4GEE.
The existing non-responsive (billing) email template design.
Customers found this template to be confusing and disconnected from the marketing messaging that they bought into, this caused bill shock and a high volume of returns and calls to call centre staff.
Reducing bill shock at EE: Preliminary work on the responsive email templates for billing.