2022
Redesigning Plusnet’s broadband order tracker
Enhancing customer transparency and streamlining the user experience throughout the order and installation journey.
My role
Product designer
Date
Q1 2022
The team
-
Product manager
-
User researcher
-
Content designer
-
Data and analytics
-
React engineer
Background
A new sign up customer currently sits in the "Provisioning" or "Get" space prior to their
product(s) being activated.
During this time, customers are able to log in to the Member Centre immediately after creating the account. A 'Get' space home page is presented to the customer when the workplace account is not in the 'Active' state, which is designed to be tailored to a new customer, giving key pieces of information that they would want to see. This can only be replicated on an account that is in a queued activate state.
The current set up also incorporates a separate "Order Tracker" page, which is present on the portal even once activated.
Project goals
01
Propencity to call
Our main objective is PTC, which sits circa 11%, with a target to drop to 9%. We must be inclusive of billing information, set up guides, and further help/contact us quick links.
02
Customer staisfaction
Currently sits at circa 3.49, with a target to improve to 5. We also need to be responsive to unhappy paths and introduce a journey that will give updates even when things go wrong, giving users a steer on what to do next.
03
Customer staisfaction
Currently sits at 11.96%, with a target to reduce it to 10% (56 saved churn per week).
Discovery and research objectives
Research questions
-
Identify customer expectations of information on the Member Centre dashboard after purchasing a broadband and phone line package.
-
Understand customer expectations of the current Member Centre dashboard.
Hypothesis
The current the member centre dashboard does not provide relevant information users need to understand their recent order of a phone line and broadband package.
Research method
-
Remote moderated discovery interviews.
-
Discuss what information users would expect to see once placing an order for a phone line and broadband package.
Participants
-
5 users
-
Gender: 2 female, 3 male
-
Age: 34-63
-
Location: UK
User expectations overview
Users expected to receive the following information once placing an order for a phone line and broadband package:
-
Confirmation of order
-
Service speeds
-
Price of package
-
Confirmation of set up appointment
Most of the users expected clear communication from their provider once placing an order for a phone line and broadband package.
“All I really needed to know was confirmation they would connect on the day.”
“I would expect to receive my router, if an engineer was needed, I'd expect to be contacted with a date.”
Findings
We developed a prototype page of our Member Centre dashboard and how it would look after signing up for a broadband and phone line package.
Then we asked six questions:
01
Question 01
‘Could describe their initial thoughts on the information on the page.’
Users spent a few minutes reading the information presented on the page and made comments as they read through. Using thematic analysis, users' comments were assigned to the following five themes:
-
Information users expect
-
User impressions & suggestions
-
Order progress
-
Missing information
-
Preferred communication
User needs
As a user I need to be able to understand where I am in the order process, so I know
when to expect my broadband to be active.
As a user I need information that is personalised to me, so I can understand where I am in the set-up process.
As a user I need to know the exact date my internet will be connected so I know when I can expect to start using my service.
As a user I need to see the cost of my products and the expected billing date, so I can make sure I have the money available in my account.
As a user who works from home I need to know when my broadband will be active so I can make sure this doesn't interrupt my work.
As a user I need to find information that is relevant to what I am looking for.
Problem statement
User research has indicated that our customers do not get much value from logging in to the member centre whilst in a course of provision. They have indicated that information is poorly formatted and irrelevant, and does not inform them of key queries they would have in such a scenario.
A build measure learn canvass was set up and identified opportunity to improve the solution.
-
What information we present to the customer when they log in.
-
How we use our (existing) Order Tracker.
-
How we summarise the order for the customer.
Design exploration
User testing
Research scinarios
01
User places order
Happy path
‘Imagine you have just ordered your broadband service for Plusnet. You log in to the member centre for the first time. Please explore this webpage and share your initial thoughts out loud.’
02
Users appointment has been booked
Happy path
‘Imagine you have just ordered your broadband service for Plusnet. Your engineer
appointment has been booked as part of singing up. You log in to the member centre for the first time.’
Unhappy path
‘Imagine you have just ordered your broadband service for Plusnet. You log in to the member centre and notice there’s a problem with your order.’
03
Router has not yet been dispatched
Happy path
‘Imagine you have just ordered your broadband service for Plusnet. You log in to the member centre for the first time.’
04
User is awaiting activation
Happy path
‘Imagine you have just ordered your broadband service for Plusnet. You log in to the member centre for the first time.’
Unhappy path
‘Imagine you have just ordered your broadband service for Plusnet. You log in to the member centre and notice there’s a problem with your order.’
Hypothesis
To test whether this proposed order tracker responds to identified user needs from the
previous round of research.
Research method
-
Remote moderated discovery interviews.
-
To test whether this proposed order tracker responds to identified user needs from the
previous round of research.
Participants
-
Mix of genders
-
5 users: 3 Plusnet users and 2 non-Plusnet users
-
Mobile web
-
18+ and responsible for managing their broadband account
Acceptance criteria
As a customer I want to be...
Be able to log in to the Member Centre and see the details, changes and latest updates of my in progress order.
So that I...
I can confirm and check what I have ordered and keep up to date with any delays that may occur.
-
The customer must be able to see a summary of what they have ordered. This should appear at the top of the page as a collapsable option for 'See my order details'.
-
The state of the order should appear at the top, which should include: In progress, completed and there’s been a problem. The 'Status' must use appropriate graphics/illustrations to represent the state and should not be hidden.
-
There must be previous order details with key dates and milestones that the customer can view.
-
Within 'See my order details', key product information should be presented, including.
-
The name of the product they have ordered.
-
The type of product they have ordered (i.e. Fibre broadband, copper broadband).
-
If it includes phone or not. If yes, any phone add-ons including features such as caller display.
-
What the product cost is (monthly cost).
-
The date the order was placed. This should be the date the account was created, not the KCI1 date.
-
The date the order is due to be completed. If the order is sequential, then multiple dates should be given against each product. And if the CRD is blank, an error should display [TBC]
-
Depending on order type, an engineer booking field must appear. Where an engineer is booked, the date and time slot of the engineer booking must be displayed. If no engineer is booked, the field should appear with 'No engineer required' with supporting documentation/hyperlink for the customer to click for further information.
-
The information should be presented in a customer friendly manner.
-
The order tracker must only work for broadband and phone line products, and only at the point of service activation i.e. when workplace is in the above states
-
If a router has been ordered as apart of the sale, then the following states should appear: Not yet dispatched etc. If no hardware was opted for, then the field should still populate with copy explaining that no hardware was ordered.
Designs after user testing for build
Going live
Plusnet launched it's new order tracker on an 80/20 split A/B test. This had been done using their Digital Service Investment resource within the service space. The new order tracker was built using React.
The new order tracker made a massive difference by replacing the much older current solution we have in place. We have also made some improvements to the customer home page when they first log in prior to their services activating.
The key changes
We have made some much improved changes over the current solution, but key changes include:
-
The state of the order should appear at the top, which should include... In progress, queded,
-
The state of the order should appear at the top, which should include... In progress, queded,
-
The state of the order should appear at the top, which should include... In progress, queded,
-
The state of the order should appear at the top, which should include... In progress, queded,
Whats next?
Our solution is entirely Build Measure Learn based. We have built reporting that will allow us to continue to refine the solution. This launch marked launching the MVO only - with lots of features still to come.
That’s all for this one.
Take a look at one of these next?
2022
Redesigning Plusnet’s broadband order tracker
Enhancing customer transparency and streamlining the user experience throughout the order and installation journey.
My role
Product designer
Date
Q1 2022
The team
-
Product manager
-
User researcher
-
Content designer
-
Data and analytics
-
React engineer
Background
A new sign up customer currently sits in the "Provisioning" or "Get" space prior to their
product(s) being activated.
During this time, customers are able to log in to the Member Centre immediately after creating the account. A 'Get' space home page is presented to the customer when the workplace account is not in the 'Active' state, which is designed to be tailored to a new customer, giving key pieces of information that they would want to see. This can only be replicated on an account that is in a queued activate state.
The current set up also incorporates a separate "Order Tracker" page, which is present on the portal even once activated.
Project goals
01
Propencity to call
Our main objective is PTC, which sits circa 11%, with a target to drop to 9%. We must be inclusive of billing information, set up guides, and further help/contact us quick links.
02
Customer staisfaction
Currently sits at circa 3.49, with a target to improve to 5. We also need to be responsive to unhappy paths and introduce a journey that will give updates even when things go wrong, giving users a steer on what to do next.
03
Customer staisfaction
Currently sits at 11.96%, with a target to reduce it to 10% (56 saved churn per week).
Discovery and research objectives
Research questions
-
Identify customer expectations of information on the Member Centre dashboard after purchasing a broadband and phone line package.
-
Understand customer expectations of the current Member Centre dashboard.
Hypothesis
The current the member centre dashboard does not provide relevant information users need to understand their recent order of a phone line and broadband package.
Research method
-
Remote moderated discovery interviews.
-
Discuss what information users would expect to see once placing an order for a phone line and broadband package.
Participants
-
5 users
-
Gender: 2 female, 3 male
-
Age: 34-63
-
Location: UK
User expectations overview
Users expected to receive the following information once placing an order for a phone line and broadband package:
-
Confirmation of order
-
Service speeds
-
Price of package
-
Confirmation of set up appointment
Most of the users expected clear communication from their provider once placing an order for a phone line and broadband package.
“All I really needed to know was confirmation they would connect on the day.”
“I would expect to receive my router, if an engineer was needed, I'd expect to be contacted with a date.”
Findings
We developed a prototype page of our Member Centre dashboard and how it would look after signing up for a broadband and phone line package.
Then we asked six questions:
01
Question 01
‘Could describe their initial thoughts on the information on the page.’
Users spent a few minutes reading the information presented on the page and made comments as they read through. Using thematic analysis, users' comments were assigned to the following five themes:
-
Information users expect
-
User impressions & suggestions
-
Order progress
-
Missing information
-
Preferred communication
User needs
As a user I need to be able to understand where I am in the order process, so I know
when to expect my broadband to be active.
As a user I need information that is personalised to me, so I can understand where I am in the set-up process.
As a user I need to know the exact date my internet will be connected so I know when I can expect to start using my service.
As a user I need to see the cost of my products and the expected billing date, so I can make sure I have the money available in my account.
As a user who works from home I need to know when my broadband will be active so I can make sure this doesn't interrupt my work.
As a user I need to find information that is relevant to what I am looking for.
Problem statement
User research has indicated that our customers do not get much value from logging in to the member centre whilst in a course of provision. They have indicated that information is poorly formatted and irrelevant, and does not inform them of key queries they would have in such a scenario.
A build measure learn canvass was set up and identified opportunity to improve the solution.
-
What information we present to the customer when they log in.
-
How we use our (existing) Order Tracker.
-
How we summarise the order for the customer.
Design exploration
User testing
Research scinarios
01
User places order
Happy path
‘Imagine you have just ordered your broadband service for Plusnet. You log in to the member centre for the first time. Please explore this webpage and share your initial thoughts out loud.’
02
Users appointment has been booked
Happy path
‘Imagine you have just ordered your broadband service for Plusnet. Your engineer
appointment has been booked as part of singing up. You log in to the member centre for the first time.’
Unhappy path
‘Imagine you have just ordered your broadband service for Plusnet. You log in to the member centre and notice there’s a problem with your order.’
03
Router has not yet been dispatched
Happy path
‘Imagine you have just ordered your broadband service for Plusnet. You log in to the member centre for the first time.’
04
User is awaiting activation
Happy path
‘Imagine you have just ordered your broadband service for Plusnet. You log in to the member centre for the first time.’
Unhappy path
‘Imagine you have just ordered your broadband service for Plusnet. You log in to the member centre and notice there’s a problem with your order.’
Hypothesis
To test whether this proposed order tracker responds to identified user needs from the
previous round of research.
Research method
-
Remote moderated discovery interviews.
-
To test whether this proposed order tracker responds to identified user needs from the
previous round of research.
Participants
-
Mix of genders
-
5 users: 3 Plusnet users and 2 non-Plusnet users
-
Mobile web
-
18+ and responsible for managing their broadband account
Acceptance criteria
As a customer I want to be...
Be able to log in to the Member Centre and see the details, changes and latest updates of my in progress order.
So that I...
I can confirm and check what I have ordered and keep up to date with any delays that may occur.
-
The customer must be able to see a summary of what they have ordered. This should appear at the top of the page as a collapsable option for 'See my order details'.
-
The state of the order should appear at the top, which should include: In progress, completed and there’s been a problem. The 'Status' must use appropriate graphics/illustrations to represent the state and should not be hidden.
-
There must be previous order details with key dates and milestones that the customer can view.
-
Within 'See my order details', key product information should be presented, including.
-
The name of the product they have ordered.
-
The type of product they have ordered (i.e. Fibre broadband, copper broadband).
-
If it includes phone or not. If yes, any phone add-ons including features such as caller display.
-
What the product cost is (monthly cost).
-
The date the order was placed. This should be the date the account was created, not the KCI1 date.
-
The date the order is due to be completed. If the order is sequential, then multiple dates should be given against each product. And if the CRD is blank, an error should display [TBC]
-
Depending on order type, an engineer booking field must appear. Where an engineer is booked, the date and time slot of the engineer booking must be displayed. If no engineer is booked, the field should appear with 'No engineer required' with supporting documentation/hyperlink for the customer to click for further information.
-
The information should be presented in a customer friendly manner.
-
The order tracker must only work for broadband and phone line products, and only at the point of service activation i.e. when workplace is in the above states
-
If a router has been ordered as apart of the sale, then the following states should appear: Not yet dispatched etc. If no hardware was opted for, then the field should still populate with copy explaining that no hardware was ordered.
Designs after user testing for build
Going live
Plusnet launched it's new order tracker on an 80/20 split A/B test. This had been done using their Digital Service Investment resource within the service space. The new order tracker was built using React.
The new order tracker made a massive difference by replacing the much older current solution we have in place. We have also made some improvements to the customer home page when they first log in prior to their services activating.
The key changes
We have made some much improved changes over the current solution, but key changes include:
-
The state of the order should appear at the top, which should include... In progress, queded,
-
The state of the order should appear at the top, which should include... In progress, queded,
-
The state of the order should appear at the top, which should include... In progress, queded,
-
The state of the order should appear at the top, which should include... In progress, queded,
Whats next?
Our solution is entirely Build Measure Learn based. We have built reporting that will allow us to continue to refine the solution. This launch marked launching the MVO only - with lots of features still to come.
That’s all for this one.
Take a look at one of these next?
2022
Redesigning Plusnet’s broadband order tracker
Enhancing customer transparency and streamlining the user experience throughout the order and installation journey.
My role
Product designer
Date
Q1 2022
The team
-
Product manager
-
User researcher
-
Content designer
-
Data and analytics
-
React engineer
Background
A new sign up customer currently sits in the "Provisioning" or "Get" space prior to their
product(s) being activated.
During this time, customers are able to log in to the Member Centre immediately after creating the account. A 'Get' space home page is presented to the customer when the workplace account is not in the 'Active' state, which is designed to be tailored to a new customer, giving key pieces of information that they would want to see. This can only be replicated on an account that is in a queued activate state.
The current set up also incorporates a separate "Order Tracker" page, which is present on the portal even once activated.
Project goals
01
Propencity to call
Our main objective is PTC, which sits circa 11%, with a target to drop to 9%. We must be inclusive of billing information, set up guides, and further help/contact us quick links.
02
Customer staisfaction
Currently sits at circa 3.49, with a target to improve to 5. We also need to be responsive to unhappy paths and introduce a journey that will give updates even when things go wrong, giving users a steer on what to do next.
03
Customer staisfaction
Currently sits at 11.96%, with a target to reduce it to 10% (56 saved churn per week).
Discovery and research objectives
Research questions
-
Identify customer expectations of information on the Member Centre dashboard after purchasing a broadband and phone line package.
-
Understand customer expectations of the current Member Centre dashboard.
Hypothesis
The current the member centre dashboard does not provide relevant information users need to understand their recent order of a phone line and broadband package.
Research method
-
Remote moderated discovery interviews.
-
Discuss what information users would expect to see once placing an order for a phone line and broadband package.
Participants
-
5 users
-
Gender: 2 female, 3 male
-
Age: 34-63
-
Location: UK
User expectations overview
Users expected to receive the following information once placing an order for a phone line and broadband package:
-
Confirmation of order
-
Service speeds
-
Price of package
-
Confirmation of set up appointment
Most of the users expected clear communication from their provider once placing an order for a phone line and broadband package.
“All I really needed to know was confirmation they would connect on the day.”
“I would expect to receive my router, if an engineer was needed, I'd expect to be contacted with a date.”
Findings
We developed a prototype page of our Member Centre dashboard and how it would look after signing up for a broadband and phone line package.
Then we asked six questions:
01
Question 01
‘Could describe their initial thoughts on the information on the page.’
Users spent a few minutes reading the information presented on the page and made comments as they read through. Using thematic analysis, users' comments were assigned to the following five themes:
-
Information users expect
-
User impressions & suggestions
-
Order progress
-
Missing information
-
Preferred communication
User needs
As a user I need to be able to understand where I am in the order process, so I know
when to expect my broadband to be active.
As a user I need information that is personalised to me, so I can understand where I am in the set-up process.
As a user I need to know the exact date my internet will be connected so I know when I can expect to start using my service.
As a user I need to see the cost of my products and the expected billing date, so I can make sure I have the money available in my account.
As a user who works from home I need to know when my broadband will be active so I can make sure this doesn't interrupt my work.
As a user I need to find information that is relevant to what I am looking for.
Problem statement
User research has indicated that our customers do not get much value from logging in to the member centre whilst in a course of provision. They have indicated that information is poorly formatted and irrelevant, and does not inform them of key queries they would have in such a scenario.
A build measure learn canvass was set up and identified opportunity to improve the solution.
-
What information we present to the customer when they log in.
-
How we use our (existing) Order Tracker.
-
How we summarise the order for the customer.
Design exploration
User testing
Research scinarios
01
User places order
Happy path
‘Imagine you have just ordered your broadband service for Plusnet. You log in to the member centre for the first time. Please explore this webpage and share your initial thoughts out loud.’
02
Users appointment has been booked
Happy path
‘Imagine you have just ordered your broadband service for Plusnet. Your engineer
appointment has been booked as part of singing up. You log in to the member centre for the first time.’
Unhappy path
‘Imagine you have just ordered your broadband service for Plusnet. You log in to the member centre and notice there’s a problem with your order.’
03
Router has not yet been dispatched
Happy path
‘Imagine you have just ordered your broadband service for Plusnet. You log in to the member centre for the first time.’
04
User is awaiting activation
Happy path
‘Imagine you have just ordered your broadband service for Plusnet. You log in to the member centre for the first time.’
Unhappy path
‘Imagine you have just ordered your broadband service for Plusnet. You log in to the member centre and notice there’s a problem with your order.’
Hypothesis
To test whether this proposed order tracker responds to identified user needs from the
previous round of research.
Research method
-
Remote moderated discovery interviews.
-
To test whether this proposed order tracker responds to identified user needs from the
previous round of research.
Participants
-
Mix of genders
-
5 users: 3 Plusnet users and 2 non-Plusnet users
-
Mobile web
-
18+ and responsible for managing their broadband account
Acceptance criteria
As a customer I want to be...
Be able to log in to the Member Centre and see the details, changes and latest updates of my in progress order.
So that I...
I can confirm and check what I have ordered and keep up to date with any delays that may occur.
-
The customer must be able to see a summary of what they have ordered. This should appear at the top of the page as a collapsable option for 'See my order details'.
-
The state of the order should appear at the top, which should include: In progress, completed and there’s been a problem. The 'Status' must use appropriate graphics/illustrations to represent the state and should not be hidden.
-
There must be previous order details with key dates and milestones that the customer can view.
-
Within 'See my order details', key product information should be presented, including.
-
The name of the product they have ordered.
-
The type of product they have ordered (i.e. Fibre broadband, copper broadband).
-
If it includes phone or not. If yes, any phone add-ons including features such as caller display.
-
What the product cost is (monthly cost).
-
The date the order was placed. This should be the date the account was created, not the KCI1 date.
-
The date the order is due to be completed. If the order is sequential, then multiple dates should be given against each product. And if the CRD is blank, an error should display [TBC]
-
Depending on order type, an engineer booking field must appear. Where an engineer is booked, the date and time slot of the engineer booking must be displayed. If no engineer is booked, the field should appear with 'No engineer required' with supporting documentation/hyperlink for the customer to click for further information.
-
The information should be presented in a customer friendly manner.
-
The order tracker must only work for broadband and phone line products, and only at the point of service activation i.e. when workplace is in the above states
-
If a router has been ordered as apart of the sale, then the following states should appear: Not yet dispatched etc. If no hardware was opted for, then the field should still populate with copy explaining that no hardware was ordered.
Designs after user testing for build
Going live
Plusnet launched it's new order tracker on an 80/20 split A/B test. This had been done using their Digital Service Investment resource within the service space. The new order tracker was built using React.
The new order tracker made a massive difference by replacing the much older current solution we have in place. We have also made some improvements to the customer home page when they first log in prior to their services activating.
The key changes
We have made some much improved changes over the current solution, but key changes include:
-
The state of the order should appear at the top, which should include... In progress, queded,
-
The state of the order should appear at the top, which should include... In progress, queded,
-
The state of the order should appear at the top, which should include... In progress, queded,
-
The state of the order should appear at the top, which should include... In progress, queded,
Whats next?
Our solution is entirely Build Measure Learn based. We have built reporting that will allow us to continue to refine the solution. This launch marked launching the MVO only - with lots of features still to come.
That’s all for this one.
Take a look at one of these next?
2022
Redesigning Plusnet’s broadband order tracker
Enhancing customer transparency and streamlining the user experience throughout the order and installation journey.
My role
Product designer
Date
Q1 2022
The team
-
Product manager
-
User researcher
-
Content designer
-
Data and analytics
-
React engineer
Background
A new sign up customer currently sits in the "Provisioning" or "Get" space prior to their
product(s) being activated.
During this time, customers are able to log in to the Member Centre immediately after creating the account. A 'Get' space home page is presented to the customer when the workplace account is not in the 'Active' state, which is designed to be tailored to a new customer, giving key pieces of information that they would want to see. This can only be replicated on an account that is in a queued activate state.
The current set up also incorporates a separate "Order Tracker" page, which is present on the portal even once activated.
Project goals
01
Propencity to call
Our main objective is PTC, which sits circa 11%, with a target to drop to 9%. We must be inclusive of billing information, set up guides, and further help/contact us quick links.
02
Customer staisfaction
Currently sits at circa 3.49, with a target to improve to 5. We also need to be responsive to unhappy paths and introduce a journey that will give updates even when things go wrong, giving users a steer on what to do next.
03
Customer staisfaction
Currently sits at 11.96%, with a target to reduce it to 10% (56 saved churn per week).
Discovery and research objectives
Research questions
-
Identify customer expectations of information on the Member Centre dashboard after purchasing a broadband and phone line package.
-
Understand customer expectations of the current Member Centre dashboard.
Hypothesis
The current the member centre dashboard does not provide relevant information users need to understand their recent order of a phone line and broadband package.
Research method
-
Remote moderated discovery interviews.
-
Discuss what information users would expect to see once placing an order for a phone line and broadband package.
Participants
-
5 users
-
Gender: 2 female, 3 male
-
Age: 34-63
-
Location: UK
User expectations overview
Users expected to receive the following information once placing an order for a phone line and broadband package:
-
Confirmation of order
-
Service speeds
-
Price of package
-
Confirmation of set up appointment
Most of the users expected clear communication from their provider once placing an order for a phone line and broadband package.
“All I really needed to know was confirmation they would connect on the day.”
“I would expect to receive my router, if an engineer was needed, I'd expect to be contacted with a date.”
Findings
We developed a prototype page of our Member Centre dashboard and how it would look after signing up for a broadband and phone line package.
Then we asked six questions:
01
Question 01
‘Could describe their initial thoughts on the information on the page.’
Users spent a few minutes reading the information presented on the page and made comments as they read through. Using thematic analysis, users' comments were assigned to the following five themes:
-
Information users expect
-
User impressions & suggestions
-
Order progress
-
Missing information
-
Preferred communication
User needs
As a user I need to be able to understand where I am in the order process, so I know
when to expect my broadband to be active.
As a user I need information that is personalised to me, so I can understand where I am in the set-up process.
As a user I need to know the exact date my internet will be connected so I know when I can expect to start using my service.
As a user I need to see the cost of my products and the expected billing date, so I can make sure I have the money available in my account.
As a user who works from home I need to know when my broadband will be active so I can make sure this doesn't interrupt my work.
As a user I need to find information that is relevant to what I am looking for.
Problem statement
User research has indicated that our customers do not get much value from logging in to the member centre whilst in a course of provision. They have indicated that information is poorly formatted and irrelevant, and does not inform them of key queries they would have in such a scenario.
A build measure learn canvass was set up and identified opportunity to improve the solution.
-
What information we present to the customer when they log in.
-
How we use our (existing) Order Tracker.
-
How we summarise the order for the customer.
Design exploration
User testing
Research scinarios
01
User places order
Happy path
‘Imagine you have just ordered your broadband service for Plusnet. You log in to the member centre for the first time. Please explore this webpage and share your initialt houghts out loud.’
02
Users appointment has been booked
Happy path
‘Imagine you have just ordered your broadband service for Plusnet. Your engineer
appointment has been booked as part of singing up. You log in to the member centre for the first time.’
Unhappy path
‘Imagine you have just ordered your broadband service for Plusnet. You log in to the member centre and notice there’s a problem with your order.’
03
Router has not yet been dispatched
Happy path
‘Imagine you have just ordered your broadband service for Plusnet. You log in to the member centre for the first time.’
04
User is awaiting activation
Happy path
‘Imagine you have just ordered your broadband service for Plusnet. You log in to the member centre for the first time.’
Unhappy path
‘Imagine you have just ordered your broadband service for Plusnet. You log in to the member centre and notice there’s a problem with your order.’
Hypothesis
To test whether this proposed order tracker responds to identified user needs from the
previous round of research.
Research method
-
Remote moderated discovery interviews.
-
To test whether this proposed order tracker responds to identified user needs from the
previous round of research.
Participants
-
Mix of genders
-
5 users: 3 Plusnet users and 2 non-Plusnet users
-
Mobile web
-
18+ and responsible for managing their broadband account
Acceptance criteria
As a customer I want to be...
Be able to log in to the Member Centre and see the details, changes and latest updates of my in progress order.
So that I...
I can confirm and check what I have ordered and keep up to date with any delays that may occur.
-
The customer must be able to see a summary of what they have ordered. This should appear at the top of the page as a collapsable option for 'See my order details'.
-
The state of the order should appear at the top, which should include: In progress, completed and there’s been a problem. The 'Status' must use appropriate graphics/illustrations to represent the state and should not be hidden.
-
There must be previous order details with key dates and milestones that the customer can view.
-
Within 'See my order details', key product information should be presented, including.
-
The name of the product they have ordered.
-
The type of product they have ordered (i.e. Fibre broadband, copper broadband).
-
If it includes phone or not. If yes, any phone add-ons including features such as caller display.
-
What the product cost is (monthly cost).
-
The date the order was placed. This should be the date the account was created, not the KCI1 date.
-
The date the order is due to be completed. If the order is sequential, then multiple dates should be given against each product. And if the CRD is blank, an error should display [TBC]
-
Depending on order type, an engineer booking field must appear. Where an engineer is booked, the date and time slot of the engineer booking must be displayed. If no engineer is booked, the field should appear with 'No engineer required' with supporting documentation/hyperlink for the customer to click for further information.
-
The information should be presented in a customer friendly manner.
-
The order tracker must only work for broadband and phone line products, and only at the point of service activation i.e. when workplace is in the above states
-
If a router has been ordered as apart of the sale, then the following states should appear: Not yet dispatched etc. If no hardware was opted for, then the field should still populate with copy explaining that no hardware was ordered.
Designs after user testing for build
Going live
Plusnet launched it's new order tracker on an 80/20 split A/B test. This had been done using their Digital Service Investment resource within the service space. The new order tracker was built using React.
The new order tracker made a massive difference by replacing the much older current solution we have in place. We have also made some improvements to the customer home page when they first log in prior to their services activating.
The key changes
We have made some much improved changes over the current solution, but key changes include:
-
The state of the order should appear at the top, which should include... In progress, queded,
-
The state of the order should appear at the top, which should include... In progress, queded,
-
The state of the order should appear at the top, which should include... In progress, queded,
-
The state of the order should appear at the top, which should include... In progress, queded,
Whats next?
Our solution is entirely Build Measure Learn based. We have built reporting that will allow us to continue to refine the solution. This launch marked launching the MVO only - with lots of features still to come.
That’s all for this one.
Take a look at one of these next?
2022
Redesigning Plusnet’s broadband order tracker
Enhancing customer transparency and streamlining the user experience throughout the order and installation journey.
My role
Product designer
Date
Q1 2022
The team
-
Product manager
-
User researcher
-
Content designer
-
Data and analytics
-
React engineer
Background
A new sign up customer currently sits in the "Provisioning" or "Get" space prior to their
product(s) being activated.
During this time, customers are able to log in to the Member Centre immediately after creating the account. A 'Get' space home page is presented to the customer when the workplace account is not in the 'Active' state, which is designed to be tailored to a new customer, giving key pieces of information that they would want to see. This can only be replicated on an account that is in a queued activate state.
The current set up also incorporates a separate "Order Tracker" page, which is present on the portal even once activated.
Project goals
01
Propensity to call (PTC)
Our main objective is PTC, which sits circa 11%, with a target to drop to 9%. We must be inclusive of billing information, set up guides, and further help/contact us quick links.
02
Customer satisfaction
Currently sits at circa 3.49, with a target to improve to 5. We also need to be responsive to unhappy paths and introduce a journey that will give updates even when things go wrong, giving users a steer on what to do next.
03
Pre instal cancellation (PIC)
Currently sits at 11.96%, with a target to reduce it to 10% (56 saved churn per week).
Discovery and research objectives
Research questions
-
Identify customer expectations of information on the Member Centre dashboard after purchasing a broadband and phone line package.
-
Understand customer expectations of the current Member Centre dashboard.
Hypothesis
The current the member centre dashboard does not provide relevant information users need to understand their recent order of a phone line and broadband package.
Research method
-
Remote moderated discovery interviews.
-
Discuss what information users would expect to see once placing an order for a phone line and broadband package.
Participants
-
5 users
-
Gender: 2 female, 3 male
-
Age: 34-63
-
Location: UK
User expectations overview
We asked users their initial thoughts on what information they would expect to receive once placing an order for a phone line and broadband package:
-
Confirmation of order
-
Service speeds
-
Price of package
-
Confirmation of set up appointment
Most of the users expected clear communication from their provider once placing an order for a phone line and broadband package.
“All I really needed to know was confirmation they would connect on the day.”
“I would expect to receive my router, if an engineer was needed, I'd expect to be contacted with a date.”
Findings
We developed a prototype page of our Member Centre dashboard and how it would look after signing up for a broadband and phone line package.
Then we asked six questions:
01
Question 01
‘Could describe their initial thoughts on the information on the page.’
Users spent a few minutes reading the information presented on the page and made comments as they read through. Using thematic analysis, users' comments were assigned to the following five themes:
-
Information users expect
-
User impressions & suggestions
-
Order progress
-
Missing information
-
Preferred communication
User needs
As a user I need to be able to understand where I am in the order process, so I know
when to expect my broadband to be active.
As a user I need information that is personalised to me, so I can understand where I am in the set-up process.
As a user I need to know the exact date my internet will be connected so I know when I can expect to start using my service.
As a user I need to see the cost of my products and the expected billing date, so I can make sure I have the money available in my account.
As a user who works from home I need to know when my broadband will be active so I can make sure this doesn't interrupt my work.
As a user I need to find information that is relevant to what I am looking for.
Problem statement
User research has indicated that our customers do not get much value from logging in to the member centre whilst in a course of provision. They have indicated that information is poorly formatted and irrelevant, and does not inform them of key queries they would have in such a scenario.
A build measure learn canvass was set up and identified opportunity to improve the solution.
-
What information we present to the customer when they log in.
-
How we use our (existing) Order Tracker.
-
How we summarise the order for the customer.
Design exploration
User testing
Research scenarios
01
User places order
Happy path
‘Imagine you have just ordered your broadband service for Plusnet. You log in to the member centre for the first time. Please explore this webpage and share your initial thoughts out loud.’
02
Users appointment has been booked
Happy path
‘Imagine you have just ordered your broadband service for Plusnet. Your engineer
appointment has been booked as part of singing up. You log in to the member centre for the first time.’
Unhappy path
‘Imagine you have just ordered your broadband service for Plusnet. You log in to the member centre and notice there’s a problem with your order.’
03
Router has not yet been dispatched
Happy path
‘Imagine you have just ordered your broadband service for Plusnet. You log in to the member centre for the first time.’
04
User is awaiting activation
Happy path
‘Imagine you have just ordered your broadband service for Plusnet. You log in to the member centre for the first time.’
Unhappy path
‘Imagine you have just ordered your broadband service for Plusnet. You log in to the member centre and notice there’s a problem with your order.’
Hypothesis
To test whether this proposed order tracker responds to identified user needs from the
previous round of research.
Research method
-
Remote moderated discovery interviews.
-
To test whether this proposed order tracker responds to identified user needs from the
previous round of research.
Participants
-
Mix of genders
-
5 users: 3 Plusnet users and 2 non-Plusnet users
-
Mobile web
-
18+ and responsible for managing their broadband account
Acceptance criteria
As a customer I want to be...
Be able to log in to the Member Centre and see the details, changes and latest updates of my in progress order.
So that I...
I can confirm and check what I have ordered and keep up to date with any delays that may occur.
-
The customer must be able to see a summary of what they have ordered. This should appear at the top of the page as a collapsable option for 'See my order details'.
-
The state of the order should appear at the top, which should include: In progress, completed and there’s been a problem. The 'Status' must use appropriate graphics/illustrations to represent the state and should not be hidden.
-
There must be previous order details with key dates and milestones that the customer can view.
-
Within 'See my order details', key product information should be presented, including.
-
The name of the product they have ordered.
-
The type of product they have ordered (i.e. Fibre broadband, copper broadband).
-
If it includes phone or not. If yes, any phone add-ons including features such as caller display.
-
What the product cost is (monthly cost).
-
The date the order was placed. This should be the date the account was created, not the KCI1 date.
-
The date the order is due to be completed. If the order is sequential, then multiple dates should be given against each product. And if the CRD is blank, an error should display [TBC]
-
Depending on order type, an engineer booking field must appear. Where an engineer is booked, the date and time slot of the engineer booking must be displayed. If no engineer is booked, the field should appear with 'No engineer required' with supporting documentation/hyperlink for the customer to click for further information.
-
The information should be presented in a customer friendly manner.
-
The order tracker must only work for broadband and phone line products, and only at the point of service activation i.e. when workplace is in the above states
-
If a router has been ordered as apart of the sale, then the following states should appear: Not yet dispatched etc. If no hardware was opted for, then the field should still populate with copy explaining that no hardware was ordered.
Designs after user testing for build
Going live
Plusnet launched it's new order tracker on an 80/20 split A/B test. This had been done using their Digital Service Investment resource within the service space. The new order tracker was built using React.
The new order tracker made a massive difference by replacing the much older current solution we have in place. We have also made some improvements to the customer home page when they first log in prior to their services activating.
The key changes
We have made some much improved changes over the current solution, but key changes include:
-
A new home page with relevant information at the customer's finger tips.
-
An order tracker which is informative, and includes key information and real-time updates including engineer appointments, service go live dates, router deliveries etc.
-
An order tracker which is responsive to unhappy paths - we are introducing a journey that will give updates even when things go wrong, giving them steer on what to do next
-
Inclusive of billing information, set up guides, and further help/contact us quick links.
Whats next?
Our solution is entirely Build Measure Learn based. We have built reporting that will allow us to continue to refine the solution. This launch marked launching the MVO only - with lots of features still to come.
That’s all for this one.
Take a look at one of these next?