Overview
SIE is a revolutionary approach in the collaboration between BT & EE as they join forces to consolidate their product range. The coming together meant both brands will aim to better optimise their knowledge of their customers to deliver more tailored experience and product offering, giving their collective customers ‘the best of both’. Some issue arose due to legacy platforms and different terminology, syntax, language and descriptions were used for the same meaning and different ones. One of the major problems facing the call centre staff (sales agents) was having a shared interface and experience that was able to serve all agents from each brand that would cover the new product range environment.
I lead the UX, UI, and design elements of this major project, from conducting stakeholder interviews, to building prototypes to be tested with agents, to conducting workshops to present project direction as well as proactively engaging squad members to fully participate in and contribute to the direction we were taking.
- UX
- UI
- Workshops
- User Research
- Prototype
- Testing
