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Frontend evaluated and redesigned O2s Interactive Voice Response phone channelling service.
As an Initial starting point we conducted a round of task based testing. Users were asked to solve several specific problems by calling the O2 Customer Care number. Research uncovered key interaction design issues that were prompting users to push through to the CSR -even though a self-service option was available. In particular poor menu design and a lack of navigational control were key problems.
Frontend redesigned the menu map to address all issues identified. The result was an improved service both in terms of effectiviness and customer experience.
To find out more about our experience and services, contact us.
View other sample projects we completed for O2
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