Contact page website design
Contact page redesign for large telecommunications brand EE.
Responsive web design
The project
I was tasked with leading the design to 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.
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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Worked With
