Project completed
In house, Foxtel Group.
Role
Define brief, UI Design, Quality Control.
Outcome
Activation rate grew 3% over 2 months (to date)
Next Steps
I have recommended (and hope to get the chance to) further refine the way we apply offers to existing subscriptions.
There is also work to be done around our calculation of subtotal and what values are surfaced to the customer as opposed to the values used in the back end to support financial reporting.
The Problem
When designing the old review order experience, scalability and consistency were priorities. Yet, less than a year after launch, frustration had grown with our implementation.
A challenging design QA process and incremental changes to the UI without resolving existing build issues added to concerns for scannability.
Although the initial design had been through user testing, CX were getting feedback that customers had confusion around their charges.
My Approach
We were nearing the end of the ‘pre work’ phase of a planned initiative. UX approval had stalled and team members were struggling to focus beyond the review order page to provide feedback on the user flows. As project management was eager to maintain the timeline, I volunteered to explore solutions that were:
Low cost;
Required minimal or no back-end changes;
Could be delivered within the initiative timeline.
