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
Off Shore ENG teams
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.

Email Usability Test - A
Email Usability Test - B
Email Usability Test - C
Predictive Search
Predictive Search

Preliminary work on search and help content.

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How can we help?