Support Platform

Support platform for users of Bouygues Telecom a mobile and internet provider

Client : Bouygues Telecom Assistance Team


Team : 1 Product Designer


Challenge : Improve the customer support page to encourage users to use online resources and reduce calls to customer service.


Activities : User research, ergonomic audit, conception workshop, prototyping, user test, iteration


Result : New customer support platform

qqq

Bouygues Telecom is a French telecommunications operator and a subsidiary of the Bouygues group, providing services for both individuals and businesses. The company emphasizes people, innovation, and social responsibility, supporting its clients in digital transformation with tailored solutions.

Discovery

The discovery phase allow us to understand the needs of users, but also their motivations, attitudes, feelings and previous experiences. It corresponds to a phase of empathy that serves to gather information, understand the users and give meaning.

qqq

Action :

> Ergonomic audit

> User testing

Ergonomic audit

I performed a quick and structured diagnosis of the user experience, carried out without necessarily interviewing end users, but based on expertise and interface design best practices.
This allowed me to quickly come up with hypotheses about potential problems with the page rather than relying on assumptions made by the business teams.

User Testing

The tests focused on users' habits and practices in terms of how they seek help when they encounter difficulties with their telephone or internet service provider. They were then asked to perform a few tasks on the support platform.

Out of around 100 people surveyed, the feedback was as follows: - users want human or personalized assistance,

-the page was too complex,

- the help services offered were unclear.

Ideate

Confronting the theory with the real world makes possible to reveal usage trends, design errors, and unidentified resources right from the start of a project. 

qqq

Action :

> Meeting with the business team

> Conception workshop

  • Slide title

    Write your caption here
    Button

Meeting with the business team

Comparison of the ideas of the business teams with the audit assumptions and user test feedback.

Taking into account their feedback and anticipating their requests, whether or not they correspond to the discovery phase.

Conception workshop

Search for solutions, new content, or functionality...

Create

Create physical representations of possible solutions that can be interacted with and evaluated by the target user. This phase seeks to transform the ideas produced during the ideation phase into a tangible form, often mock-ups and prototypes.

qqq

Action :

> Figma prototyping

Figma prototyping

Taking into account ideas from the workshop and rapid prototyping of the interface using the design system.

Test & Iteration

Testing and iteration ensure an agile, user-centered design process that increases both user satisfaction and the effectiveness of the final product.

qqq

Action :

> User testing

> Prototyping

User testing

Testing of the new interface coupled with a performance test including competitors. This test demonstrated a higher performance percentage for our solution compared to others. 

Prototyping

These final tests allowed us to make some last-minute changes before putting the solution into production and launching it.

Related Projects