Goal
The project was aimed at creating an online platform allowing customers to fix basic technical faults of Orange equipment and services,or/and give them ability to send a request with already completed basic diagnostics and call technicians for a specific date. Additionaly, within the same platform, we created a part for consultants and technicians with the support for the consultant so he could check the status of the customer's services and take appropriate steps.
How we worked
We started with an on site workshops with conceptual work, where we sketched initial ideas using whiteboards. Then iteratively on remote online workshops with the Project Owner, engineers and other stakeholders we were creating wireframes and an interactive prototype, which was then tested at orange labs (usability tests) and after improvements and creation of UI design for it, implemented. Now it's available to Orange customers on the e-care self-service platform.
My part
I was facilitating workshops, creating wireframes with active support of the engineers. Creating prototype and taking part in conducting usability tests. Applying fixes and improvements and supporting UI designer and developers with next steps (UI design and implementation).
Summary and results
Together, we managed to create a platform used by thousands of Orange customers every month, improve customer satisfaction and reduce the percentage of technical calls to the call center.Year-on-year NPS Online increased from a negative value (-10.5 in December 2018) to a positive value (+2.8 in December 2019). This is a powerful change.
Implemented version
UX Wireframes
