Contact page website design
Contact page redesign for large telecommunications brand EE.
Responsive web design
The project
We was tasked with leading the design toe improve both BT and EE’s Contact Us area, in order to make it easier for their visitors to reach them quickly and conveniently, whilst encouraging users to attempt to self serve first. Enhancing customer experience and increasing engagement. The touchpoints included their contact us page, chat and complaints.
With a possible 100 outcomes, Smart Assistant makes it far better at fixing specific problems. No longer relying on ‘turn it off and on’. Self-serve gives EE’s customers more control and autonomy and saves time and money.
Project focus
- Enhance accessibility
- Streamline user interactions
- Ensure visitors can easily find and use contact options
- Create a more user-friendly experience and improved communication with potential customers
- Make it easier for users to self-serve.
Competitor Analysis
Opportunities
- Allow customers to do everything they need within the app
- Provide QR code to make contact via the app
- Position app first but still include other areas for customers to make contact.
Pain points
- Technical complaints.
- Too many entry points.
- Contacting BT and EE should be simple, currently too complicated
- Busy UI
- No personalised support
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