Support Platform

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

Client: Bouygues Telecom Support Team


Team: 1 Product Designer, PO, Devs


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


Activities: User research, ergonomic audit, design workshop, prototyping, user testing, iteration


Result: New customer support platform

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Bouygues Telecom is a French telecommunications operator, a subsidiary of the Bouygues Group, offering services to individuals and businesses. The company focuses on people, innovation, and social responsibility, supporting its customers in their digital transformation with tailor-made solutions.

Discovery

The discovery phase helps us understand users' needs, as well as their motivations, attitudes, feelings, and previous experiences. It is a phase of empathy that allows us to gather information, understand users, and give them meaning.

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Action :

> Ergonomic audit

> User tests

Ergonomic audit

I conducted a rapid and structured user experience assessment, conducted without necessarily interviewing end users, but drawing on expertise and best practices in interface design. This allowed me to quickly hypothesize 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 for seeking help when they encounter difficulties with their internet or telephone service provider. They were then asked to perform several tasks on the support platform.

Of the hundred people surveyed, the feedback was as follows: - users want human or personalized assistance,

-the page was too complex,

- the support services offered were not clear.

Ideation

Comparing theory with the real world helps reveal usage trends, design errors and resources not identified at the start of a project.

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Action :

> Meeting with the sales team

> Design workshop

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Meeting with the sales team

Comparison of business team ideas with audit hypotheses and user test feedback.

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

Design workshop

Search for solutions, new content or features...

Create

Create physical representations of possible solutions, with which the target user can interact and evaluate. This phase aims to concretize the ideas resulting from the ideation phase, often in the form of models and prototypes.

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Action :

> Prototypage Figma

Prototypage Figma

Consideration of workshop ideas and rapid prototyping of the interface using the design system.

Testing and Iteration

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

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Action :

> User tests

> Prototyping

User testing

Testing of the new interface and performance testing including competing solutions. 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.

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