Charlotte Franenberg
T-Mobile Thuis
Customer Service Landing Page
T-Mobile Thuis (Dutch for home) is an internet provider in The Netherlands. I redesigned the landing page of their customer service. The goal of the redesign was to make it easier for customers to find answers to their questions online and to reduce the number of calls to the help center.
Client:
T-Mobile Thuis
Website:
– UX Research
– UX Design
– UX Micro-copy
User research: heat maps
In order to determine which elements of the current landing page were and weren’t interacted with by customers, I analyzed heatmaps. The heatmaps (click & mouse movements) also gave me insight into how users interact with the page on different devices. The tool I used for this was Hotjar.
Findings:
- Users don’t understand what is and isn’t clickable in the menu.
- Mobile users mainly interact with the menu, where desktop users interact more with the links under the menu.
- Links to topics for new customers are clicked less than other topics but are placed higher on the screens.
User research: Feedback survey
To understand the satisfaction of the current page, I analyzed the results of a feedback survey. This also gave me insight into the purpose of the user’s visit and into which subjects customers searched for most. The tool I used for this was Hotjar.
Findings:
- Half of the respondents could not find what they were looking for and were going to call the helpdesk.
- Not only existing customers visited the support page, but also orientating potential customers searched for information on the page.
Concept Creation
T-Mobile has strict style guidelines and an existing UI-kit. For this reason I used existing components and elements a much as possible. This also enabled me to rapidly create various mock-ups of what the page structure could look like. I was therefore able to demonstrate to stakeholders why certain components and elements should or should not be included on the page.
Prototype
As mentioned above, the page had to be designed with as many existing components as possible. However, I did add one new component: an FAQ block. This block was designed to help customers find the answers to specific questions quickly.
Prototype (FAQ component)
Goal of the FAQ component:
- To give users texts which corresponded to their specific questions.
- To give more textual context than the top menu.
Challenge:
Getting as much relevant information as possible in a compact screen real estate.
Micro-copywriting
After getting the green light on the design, it was time to fill an excel sheet with all the FAQ’s and their answers. This was an extensive process.
The handoff
Although the designs I made were already high fidelity, I handed the designs over to a Visual Designer in order to make the designs pixel perfect and check if everything was according to the style guidelines. Then the designs were handed over to the frontend developer. I worked closely with the developer to ensure the interactions were implemented correctly.
The Perfect Wedding
Usability Research
ThePerfectWedding.nl (TPW) is the most extensive and most visited wedding website in the Netherlands, where brides can easily find original ideas, practical information, the latest trends and suppliers for their wedding. The website has an average of 200.000 visitors per month.
ThePerfectWedding.nl also offers brides a free extensive planning tool, which has multiple functions such as a budget list, checklist, guest list and a wish list. My role was to perform a usability research and find difficulties and blocking issues in the tool. I presented my results and my recommendations in a comprehensive report.
The Process
Methods
The goal of this research was to discover insights into the usability of the planning tool. The tool has many different functions which I also included. I found it important to use quantitative and qualitative research methods.
Heat map analysis
Visitor recordings analysis
Lab user tests
Analyzing and categorizing
First I documented all the findings in an excel sheet and I described the issues and potential solutions. Also, I ranked the importance of each issue.
After documenting all the data, I made a distinction between issues which were blocking/unclear for the users, and feedback/opportunities I saw during the research.
Redesigning UI/UX issues
In order to clearly show solutions to issues I found, I made redesigns of specific parts of the tool. The tool I used for this was Sketch.
Report
All the findings, conclusions, recommendations and redesigns were incorporated in a 90 slide PowerPoint presentation which I also presented to all the stakeholders of ThePerfectWedding.
