One hub to rule them all.
At the start of the pandemic, Virgin Media’s call centre became overwhelmed with calls and requests. My team’s objective was to give the support team the back up they needed by making the digital Help Centre the go-to resource and first point of contact for people with questions.
Tasks
User Experience
User Interface
User Testing
Prototyping
Client
Virgin Media
Year
2020
Discovery phase
The first step was to look at the existing data to understand the root causes of the calls. Price increases and broadband were the top issues.
After that, a heuristic review of the existing Help Hub was done. Looking at the information architecture (IA), there was no limit to how “deep” the category breakdown could go. This meant users were finding it difficult and time-consuming to get to the exact answer to their question and were left with no option but to talk to someone from the support team.
The new self-service hub
Key improvements
Simplified layout, with shortcuts to top issues.
Improved IA based on existing analytics and user testing.
Maximum of 3 clicks to get to the desired information.
Improved search bar with auto-suggestion mechanism.
Enhanced journeys for authenticated users.
IP identification to alert issues in the area.
Bill explainer
We created a bill explainer section to anticipate customers issues related to their bills. The aim was to achieve a quicker resolution of the queries online without the need to talk to an agent.
From looking at the data, the first bill and on-demand charges were the most common reasons for customers’ “bill shock”.
For first bills, we focused on providing clear and upfront information of what’s included in their package. For additional charges, we proposed a machine learning approach, to understand the customer’s normal usage and identify unusual patterns.