Overhauling a scattered customer support into a straightforward troubleshooting journey

Client

TalkTalk

Duration

July 2021 - January 2022

My role

UX Designer

The team

The TalkTalk service centre had a number of troubleshooting features that customers could use to determine why they might be getting slow wifi speeds, however there were two major problems; firstly traffic to the service centre was much lower than expected, and then the users who did find the service centre often did not understand what the troubleshooting features were or how to use them.

We dug into and uncovered the reasons why users weren't finding the service centre, and restructured the navigation and FAQs section to direct more traffic towards the service centre.

Then we overhauled the service centre dashboard, with a single CTA which triaged the users issue and automatically deployed the necessary troubleshooting tools. Giving the customer a single, easy to understand and actionable result.