EDF
UX/UI
Empowering Customers and Minimising Operational Strain Through Self-Service Tools
Introduction
EDF Energy is a British energy company providing gas and electricity to homes and businesses across the UK, handling over 5 million customer accounts.
This project aimed to address the high volume of customer inquiries by enhancing self-service capabilities, ultimately reducing the operational strain on call centers.
Role: Lead Product Designer
Responsabilities:
Requirement gathering.
Decision tree mapping.
Content mapping.
Prototyping
UX Design.
UI Design.
User testing.
EDF's challenges
Influx Of Calls To Call Centre
EDF's Call Centre was inundated with customer calls seeking help for their Smart meter in House Display (IHD).
Inadequate Self-Serving Tools
The existing FAQs page was not user-friendly or engaging enough, prompting the need for a more effective solution.
Discovery
Through stakeholder interviews, it was discovered that most customer queries were manageable without call centre intervention. We acquired scripts used by call centre staff to aid customers over the phone. These scripts were then converted into a decision tree, serving as the foundation for an online guide.
Testing & Iteration
Remote product testing was conducted to evaluate the Online Guide, ensuring it met our usability and functional standards. This process not only confirmed the guide’s effectiveness but also identified crucial adjustments, enhancing user experience and support capabilities before full deployment.
High-Level Findings: Insights from testing led to the inclusion of informational tool tips in complex sections of the guide, aiding user understanding and navigation. Additionally, alternative contact options such as live chat and phone support were integrated, offering solutions for users unable to find answers through the guide alone.
.
Design
The design process prioritised a rapid market launch, allowing for subsequent iterations and enhancements. Drawing on content from the decision tree and troubleshooting data, we developed the Online Guide as an efficient solution to decrease call center volumes.
Web Application Framework: The guide was designed as a single-page web application with reusable and scalable components to allow versatility within the CMS.
User-Centric Design: The Online Guide was designed to be conversational with progressive disclosure of information, allowing users to navigate step-by-step without feeling overwhelmed.
.
Results and Impact
By centralizing key customer support functions into an intuitive and accessible platform, the project not only enhanced user satisfaction but also alleviated the operational pressures on the call center.
+3,500
Users in the first 5 weeks
55%
Of users who used the guide had their issue resolved
78%
Of users said they would use the guide again
3 Minutes
Average time it took users to resolve their issue
Explore more work