LEADING EUROPEAN TELCO

Putting Your Customers into the Driving Seat via Self-Care

Rebuilding the
Self-Care Application

Rebuilding the
Self-Care Application

Rebuilding the
Self-Care Application

Rebuilding the
Self-Care Application

line-yellow

Digitisation leaves telcos with no choice, but to let their users to control their assets.

THE STORY

We redesigned a self-care portal ecosystem to meet the new digital standards

The redesign in both B2C and B2B segments brought the user experience to a level that was righly expected by the customers of our leading European telco customer. Afterwards the results were generalized to function as a company-wide design guideline available for multiple subsidiaries.

digital_selfcare_picture2

THE CHALLENGE

Proposition complexity makes self-care solutions difficult to design

Both segments have high complexity products and processes, which need to be translated into simple and intuitive online flows. On the other hand BSS/OSS limitations have to be carefully considered during the design to have an implementable product.

OUR APPROACH

Extensive internal and external research was conducted to learn about the customers’ preferences

User and stakeholder interviews, heuristic analysis, card sorting and numerous related research methodologies were used to extract the requirements for the portals. This was necessary to deliver a real redesign, and avoid a catchy, but otherwise disappointing simple facelift.

THE RESULT

IT validated designs were delivered for the B2C and B2B self-care portals

Our research team gathered especially valuable input in the B2B segment, where our customer got a much clearer overview on its partners using their services for business. New and real painpoints were revealed that could be addressed to raise customer experience and satisfaction.