TalkTalk
Dashboard & hubs - 2017
The brief
I joined TalkTalk during the ‘Consumer Revolution’ a programme aimed at creating a better online experience for customers. My team was tasked with rebranding and
re-platforming the website to make it a fully responsive experience whilst maintaining much of the existing functionality. The area I was responsible for was the customer account.
The approach
To better understand our customers I worked analytics to interpret existing data and better understand how customers use their online accounts. I also worked with UX and UXR to gain customer insights by revisiting customer interview feedback which helped to shape our customer persona’s and structure the experience in a way that would feel intuitive to our customers.
The solution
We were able to identify an opportunity to make customer accounts less overwhelming, visually appealing and easier to navigate along with the ability to keep them up-to-date on their package, their mobile usage (if applicable) and new deals.
The outcome
A new and improved dashboard design for customers accounts. Making it easier for customers to stay informed and manage their account by easily accessing their existing package, bills, usage, managing preferences and getting the best deals.
A centralised hub for mobile customers that lives on the dashboard, featuring a new barometer component making it quick and easy for customers to manage their usage.
CallSafe, an additional security feature at the request of the business, aiming to reduce the amount of scam calls.
