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Summary

Problem area

Design goals

Decisions

Retrospective

Back

Summary

Problem area

Design goals

Decisions

Retrospective

Telco company

2024

Designed an onboarding flow that slashed "where is my order" calls

At the telco company I worked for, new internet customers received little communication between purchase and installation, causing high support call volumes. This case study focuses on redesigning onboarding to reduce customer friction and support demand through clearer, timely updates.

At the telco company I worked for, new internet customers received little communication between purchase and installation, causing high support call volumes. This case study focuses on redesigning onboarding to reduce customer friction and support demand through clearer, timely updates.

Role

UX Designer

Team

1x Product Manager

2x Engineers

2x UX Designers

Impact

Delivered timely, transparent updates on order progress and installation

Empowered customers to self-serve

Lowered support demand by 80% while enhancing overall customer experience

Role

UX Designer

Team

1x Product Manager

2x Engineers

2x UX Designers

Impact

Delivered timely, transparent updates on order progress and installation

Empowered customers to self-serve

Lowered support demand by 80% while enhancing overall customer experience

Role

UX Designer

Team

1x Product Manager

2x Engineers

2x UX Designers

Impact

Delivered timely, transparent updates on order progress and installation

Empowered customers to self-serve

Lowered support demand by 80% while enhancing overall customer experience

Problem area

Addressing lack of transparent order updates

New broadband and TV customers frequently contacted customer support due to a lack of proactive updates on their service activation, resulting in an average of 3.1 calls per order.

To reduce this to one call or fewer, I designed and integrated a clear, accessible Order Status Tracking flow within the customer journey. This solution delivered timely, transparent updates on order progress and installation, empowering customers to self-serve and lowering support demand by 80% while enhancing overall customer experience.

Problem 1

Customers experienced a frustrating 48-hour delay before receiving order confirmation, followed by no shipment tracking information. This lack of proactive communication caused confusion, anxiety, and increased support calls.

Problem 1

Customers experienced a frustrating 48-hour delay before receiving order confirmation, followed by no shipment tracking information. This lack of proactive communication caused confusion, anxiety, and increased support calls.

Problem 1

Customers experienced a frustrating 48-hour delay before receiving order confirmation, followed by no shipment tracking information. This lack of proactive communication caused confusion, anxiety, and increased support calls.

Problem 2

Customers struggled with complex router setup and Wi-Fi credential management, leading to high support demand and poor self-service success rates

Problem 2

Customers struggled with complex router setup and Wi-Fi credential management, leading to high support demand and poor self-service success rates

Problem 2

Customers struggled with complex router setup and Wi-Fi credential management, leading to high support demand and poor self-service success rates

Problem 3

Costumers faced difficulty understanding and managing billing payment methods, causing confusion and unnecessary support inquiries.

Problem 3

Costumers faced difficulty understanding and managing billing payment methods, causing confusion and unnecessary support inquiries.

Problem 3

Costumers faced difficulty understanding and managing billing payment methods, causing confusion and unnecessary support inquiries.

Design goals

What I aimed to achieve

Optimising information updates

Optimise information delivery across critical customer touchpoints.

Optimising information updates

Optimise information delivery across critical customer touchpoints.

Optimising information updates

Optimise information delivery across critical customer touchpoints.

Focus on essential information

Implement progressive disclosure to prevent cognitive overload by presenting one step at a time.

Focus on essential information

Implement progressive disclosure to prevent cognitive overload by presenting one step at a time.

Focus on essential information

Implement progressive disclosure to prevent cognitive overload by presenting one step at a time.

Drive adoption

Enhancing the installation experience and improving customer empowerment and satisfaction

Drive adoption

Enhancing the installation experience and improving customer empowerment and satisfaction

Drive adoption

Enhancing the installation experience and improving customer empowerment and satisfaction

Design decision 01

Proactive order and delivery communication

Provided immediate digital receipts upon purchase with detailed order information and followed up with clear delivery updates, including information about track-and-trace and technician scheduling, to reduce customer anxiety and support calls.

Design improvement 01

Clear guidance on track & trace message timing

Design improvement 01

Clear guidance on track & trace message timing

Design improvement 01

Clear guidance on track & trace message timing

Design improvement 02

Digital receipt detailing shipment, equipment, and activation fees

Design improvement 02

Digital receipt detailing shipment, equipment, and activation fees

Design improvement 02

Digital receipt detailing shipment, equipment, and activation fees

Design decision 02

Simplified router setup and wi-fi management

Delivered an engaging setup experience with a “How to Set Up Your Router” video and information on Wi-Fi settings and security, boosting self-service success and reducing installation-related support requests.

Design improvement 01

Added an interactive step-by-step video guide walking customers through router setup.

Design improvement 01

Added an interactive step-by-step video guide walking customers through router setup.

Design improvement 01

Added an interactive step-by-step video guide walking customers through router setup.

Design inprovement 02

Provided clear guidance on Wi-Fi settings configuration and security best practices to ensure safe, seamless network setup.

Design inprovement 02

Provided clear guidance on Wi-Fi settings configuration and security best practices to ensure safe, seamless network setup.

Design inprovement 02

Provided clear guidance on Wi-Fi settings configuration and security best practices to ensure safe, seamless network setup.

Design decision 03

Clear billing guidance

Introduced straightforward, accessible information about the first bill and payment methods to eliminate confusion and decrease billing-related support inquiries.

Design improvement 01

Introduced self-service portal enabling customers to independently manage and update their payment methods.

Design improvement 01

Introduced self-service portal enabling customers to independently manage and update their payment methods.

Design improvement 01

Introduced self-service portal enabling customers to independently manage and update their payment methods.

Design improvement 02

Provided clear bill explanations with helpful guidance and prominent CTAs directing customers to detailed billing resources.

Design improvement 02

Provided clear bill explanations with helpful guidance and prominent CTAs directing customers to detailed billing resources.

Design improvement 02

Provided clear bill explanations with helpful guidance and prominent CTAs directing customers to detailed billing resources.

Retrospective

Empowering customers for reduced support and enhanced satisfaction

Impact

Lowered support calls

Significantly reduced customer uncertainty and lowered support call volume by 80% by empowering customers with timely, accessible information.

Lowered support calls

Significantly reduced customer uncertainty and lowered support call volume by 80% by empowering customers with timely, accessible information.

Lowered support calls

Significantly reduced customer uncertainty and lowered support call volume by 80% by empowering customers with timely, accessible information.

Improved bNPS

Enhanced the installation experience improving bNPS by 10 points.

Improved bNPS

Enhanced the installation experience improving bNPS by 10 points.

Improved bNPS

Enhanced the installation experience improving bNPS by 10 points.

Increased customer confidence

Reduced billing-related support calls and improved user confidence in managing their accounts independently.

Increased customer confidence

Reduced billing-related support calls and improved user confidence in managing their accounts independently.

Increased customer confidence

Reduced billing-related support calls and improved user confidence in managing their accounts independently.

Other projects

Redesigned login to enable seamless cloud migration

Redesigned login to enable seamless cloud migration

Redesigned login to enable seamless cloud migration

Optimised TV box onboarding experience to cut support calls

Optimised TV box onboarding experience to cut support calls

Optimised TV box onboarding experience to cut support calls