TALK TALK - WELCOME CENTRE
Welcome Centre screens
TalkTalk's Welcome Centre is a single destination for all the information customers need when joining us for the first time or upgrading/downgrading their package. Keeping them up to date on engineer visits and go-live dates, and pro-actively informs a customer of any potential problems before they escalate. There is a website and app experience so customers can use it at home or out.
It was shortlisted for 2015 DADI awards in both UX and Visual design categories.
THE CHALLENGE
A third of all calls into customers device are from new customers asking very basic questions like 'When will my router arrive?, “Can I change my appointment”, "Do I need an engineer to install it?", and "when will they arrive?" These calls cost the business money and we believed they could be avoided.
The Process
Working closely with UX and product we sketched out the ideal early life experience. We did a lot of research into delivery tracking UI taking inspiration from Dominos and Amazon. However the complexities within our provisioning processes meant we never knew exactly when equipment would arrive only knowing the dispatch details and when it had been signed for by the customer.
What we ended up with was a single page experience with modules that would update with the relevant information for that point within the process. The module contained bite size information with sliding panels revealing more details.
