improving customer service @NBNco
redesigning the rollout map for the National Broadband Network
project background
During my time working with the National Broadband Network, I completed a number of enhancements to the consumer site, specifically the map showcasing broadband availability across Australia. Dubbed the ‘rollout map’ this feature of the website was designed to inform customers the type of broadband internet technology available in their postcode. Users could use the map functions to answer all standard questions they might have without needing to contact service staff. I was tasked with designing and deploying improvements to the rollout map, to decrease the company’s reliance on service staff while improving overall satisfaction rates for users.
Client
NBN co
Period
2018-2019
leading collaborative design
Our team consisted of several digital producers, a mid-level UI designer and a team of copy writers. Gathering the research together from external agency and presenting back to the teams, I was able to lead the design efforts. Organising daily meetings, playback sessions and UX demos I was able to keep our efforts focused.
integration with chat APIs
Our head of digital wanted several chat APIs to be integrated into the solution to provide an extra layer of customer service, should a user of the map require it. I had to dive into the third party documentation and design how both the UI and UX would be affected. At the end of the project 12 months later, our digital team was successful in reducing the number of service calls about the rollout and had improved the overall NPS on the consumer site.
UX interviews and surveys
Working together with a partner agency, I assisted with user interviews and surveys designed to gain insight into key features needed. I led the prototype build which was then tested and judged on NPS and CSAT.