Client background

A major mobile service provider uncovered that in-store support was a drag in the customer experience. In-store support was slow, and expensive time was often wasted without any user benefit in the transaction.

Specifically, customers were coming in for tech support when nothing was actually deficient in the phone, leaving them disappointed by the service experience.

 

Brief

We were to refresh the experience of a diagnostic tool so that two role-players (employee and customer) could operate it jointly, and the result would be more positive.

  • Reduce warranty claims with diagnostic tool
  • Provide an educational experience for users who might incorrectly believe there's something wrong with their phone hardware
  • Add value to the customer's time there by providing helpful tips
  • Add a consumer-friendly skin to the experience

 

Role

I was brought in to lead the UX design and work with a third-party technical vendor directly to understand and re-design their product.

 

Solution

Technical insight workshop: To immerse ourselves in the limitations of the existing tool, we met with the technical vendor and found out that scanning the phone took significant time.

Guided prompts: To minimize time the user spent idle, we leveraged the loading / wait time to as an opportunity to ask questions of the user -- which would later customize their experience -- and show them informative content. 

 

Results

  • Designed a diagnostic application to facilitate self-service for customers who are having problems with their phone