UI, UX, User Experience Designer, Photographer, Bachelor of Communication

Case details

Overview

BT Business has been in the process of undergoing a B2B design system-update with the vision of improving the overall usability. Many existing formats required an update in style and were to be re-thought and modernized.

The goal within the help & support section was to research current design choices, re-use where possible and update to the most recent design standards where necessary.

Role - UX/UI designer

User Research, Interaction design, Visual design, Prototyping & Testing

May 2021

Background

BT is a UK based Telecom service that offers a myriad of services in the business- and public sector. BT business offers custom services for B2B and B2C related solutions.

My activities and approach

At the time of joining the project, the BT Design divison has been in the process of setting up a new design handover process.

Participation new design signoff process - The new signoff process has helped our team establish more structure and work allowing other teams to gain visibility across our upcoming sprints while using management tools such as Adobe Workfront and Slack.
Joining a new team - After onboarding we started discussing a approach on improving the Help & support pages on the BT Business web section. Me adding to the team would allow the team to present designs in a timely and consistent manner.
Thrown in the deep, adapt and create - After introduction it has been all about getting in to the flow by creating wireframes and starting on low fidelity design for weekly presentations.

Problem definition

The Help & Support section has been in movement continuously by adding, altering, moving and removing pages and information. Based on data provided by conversion results, user tests and polls, pain points and areas were uncovered that required UX- and/or UI style updates due to inactivity and consumers that would take alternative routes to get to the piece information the user has been seeking for. An approach was formed based on the research.

We want users to find the required solution in a simple, easy to find- and efficient manner.
We want users to understand that most of the support information is direct available in the help & support section.
We want users to have a clear image of the journey path on the website to find the solution instead of reverting to Google search.

Design

The design-UI related tasks consisted of creating low- and high fidelity designs and in some cases, prototyping the designs in Figma.

Highlighted in this particular case is a redesign and content restructure of the Help & support portal page using a card view to access information such as billing, email & hosting and more services that are already in use or providing information to a new user about products and/or updates regarding the services provided.