Problem solving web design

BT

Problem solving web design for large telecommunications brand EE.

Web design

The project

Smart Assistant is a way for BT’S customers to diagnose and fix problems with their products online, rather than calling into BT’s call centres and diagnosing their problems over the phone. It was a complex project with roughly 100 possible diagnostic outcomes.

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 BT’s customers more control and autonomy and saves time and money.

Key problems Smart Assistant solves:

Ensures that customers resolve their broadband issues within the app and reduce calls into BT’s call centre.
Gives BT customers a quick and easy way to fix their broadband problems.
Helps BT’s customers understand what they’re doing and why; an opportunity to educate to avoid future problems.
Reduce frustration by allowing customers to self serve and diagnose their broadband issues themselves online.

Design exploration

The first iteration of the design was put into user research. The objectives of the user research session were:

To understand how users interact with the Smart Assistant journeys/designs.
To identify any high level usability issues or points of friction with the Smart Assistant design variants.
To understand which variant. (timeline or chat flow) is easier for users to use and understand.

Users preferred the timeline approach. They were open to troubleshooting online before contacting their provider as they need the issue resolved quickly.