BT sought to improve the clarity and effectiveness of their service communications for SME and public sector clients. The task focused on redesigning the KCI (Keep Customer Informed) email framework to enhance transparency throughout the customer journey, from order confirmation to equipment delivery and fault resolution.
A comprehensive audit of existing messaging layout, combined with analysis and development of new UI requirements, enabled improved communication of pricing, delivery dates and the customers understanding of where they were within an order journey.
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Design Considerations
- An analysis of existing table based information across responsive devices and the use of marketing and product imagery throughout
- The integration of messaging content with that found on the Enterprise BT site to improve the effectiveness of CTA's and customer experience
- The creation of a style guide and UI kit, allowing multiple teams and departments to deliver messaging with a unified visual language and consistent functionality
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Roles
Concept Development, UX / UI Design
