Elia Alberti

Elia Alberti

UI UX Product & Interaction Designer | Creative Thinker | Product Innovator | Prototyping Adept

Sky Q Order Tracker

 

 

Analysis Overview and Aims

Objective:

Identify opportunities to optimise Order Tracking for BB Provisioning to reduce digital leakage

Sample Size: 99 customers who have visited Order Tracking within 14 days of placing a BB order and subsequently called the contact centre

Insight Aims:

  • What are the most common issues customers have within Order Tracking that lead to them to still need to call?

  • What is the customer intent when using Order Tracking on Sky Q STB?

  • Does our current journey include what customers typically want to see/get from Order Tracking?

  • Looking at trends in customer behaviour when using Order Tracking, Is there any copy we could change, or amend/add next best actions?

Clicktale and Call Listening Analysis - Issue Summary

[ Click to View the Full Document ] – Clicktale and Call Listening Analysis – Issue Summary

 

The problems identified

 

39% of broadband provisioning customers

called to check their order status even though this was available online via Order Tracking.

 

56% of these customers had the status of ‘In Progress’

The reasons the customers called were:

  • Information – who contacts other provider regarding phone line takeover
  • Order was cancelled as the wrong address was used – had to be reordered to correct address
  • Status change to action required – Openreach engineer needed to be booked
  • Activation date on OT was showing the day she contacted Sky and BBT was not working
  • Customer was worried about one her Q boxes not arriving

 

44% of these customers had the status of ‘Action Required’

The reasons customers fell into this status were:

  • Failed order due to system issues. Customer was alerted via SMS
  • Order recovery team had cancelled order
  • Delayed order due to issue with service install – customer alerted via SMS

 

The goal of the project

  • Improve on current Track My Order experience on Sky Q STB
  • Reduce calls into the contact centre, with focus on ordered items where better informations could have been provided
  • Increase engagement of customers with the order tracking process
  • Improve on the following key issues that customers highlighted as being the biggest problems they have:
    • Checking order status
    • Checking service activation date
    • Check Sky Q hub delivery
    • Check engineer date

 

KPIs

  • Number of calls into the contact center, obviously we wanted to drastically reduce the number

  • Engagement level with user when visiting the Track My Order experience on Sky Q

  • Customer Satisfaction level (increase the CSAT score)

 

How I planned to solve it

Working in Agile we set up a team which included me as the Senior UI/UX Designer, PO, back end and front-end developers.

The process put in place to develop the feature is as follow:

    • DISCOVER – Background Research / User interview / Analysis

    • DEFINE – Feature prioritisation / User persona / Costumer journey

    • DESIGN – Wireframe / Visual mock-up / Prototype

    • TESTING – Usability testing / User testing sessions / A-B testing

    • DELIVER – Pixel perfect visuals / Interactive prototype / Assets ready for devs

 

Background research

Similar Order Tracking Experiences

Sky Mobile Order Tracking Experience

Sky.com Order Tracking Experience

 

Wireframes

The main aim is to identify the best layout and scalable solution which would be then developed into the fully fledge journey.

The focus is on presenting all of the necessary information whilst clearly displaying order’s statuses optimising the on-screen real estate in order to be able to accommodate all of the products and correlative journey within the wider process.

 

User flow – Click to view full screen

 

Visual exploration

Several variations on the UI of the Order Details screen as well as the Main Dashboard elements.

 

Phase one

My focus was on visualising the most appropriate, effective and immediate visual solution, comparing and developing an easy to understand iconography, colour scheme, labels and order status / informations.

 

Phase two

I’ve delve into labels, clearly signposting the current order’s status at a glance, the solid background of the smart tile and variations on the overall look and feel.

 

BOT journey, Voice commands, Conversational UI

A Conversational UI gives the privilege to the user of interacting with the STB on human terms. Conversational interface allows a user to tell the STB what to do.

With my work I’ve identified the correct syntax and voice actions a customer should utilise in order to get to check is order’s status from anywhere in the Sky Q STB.

I’ve then developed an MVP for what a potential BOT-guided journey would look like, adapting several element of the UI and creating brand new ones, changing the interactivity paradigms and utilising new areas of the on-screen real estate such as the lower third of the screen.

 

User flow – MVP

User flow of the Sky Q Order Tracking MVP.

 

Order Tracking - MVP - User flow

Order Tracking – MVP – User flow

 

Interactive notification

The so called “umbrella notification” as they display in the upper third of the screen, have been identified as an optimal way to keep the customers informed about any status update on their ordered products. It also provides a quick an easy way to interact with, reschedule, cancel or track on map any live order.

 

Product Statuses

Each and every product can have up to four different statuses, On Track, Delayed, Get in Touch and Complete. These are all of statuses of the several products available to track as part of the MVP journey.

The fact that one product changes status has structural consequences as with the new status the order may now present two distinct CTAs depending on factors such as if the order requires an engineer installation or is a self-install one.

 

Sky Q 2TB STB

 

Sky Q HUB

 

Sky Q HUB / Self Install

 

Sky Q Minibox

 

Sky Q Minibox & Remote Complete

 

How I measured success data analysis

Within the first three months following the launch of the new Order Tracking experience on Sky Q STB we collected the following data:

28% less

phone calls to the Contact Centre for customers with active orders

11.5% increase

in customer satisfaction following the introduction of the new experience

15.3% increase

of customers using the new Order Tracking dashboard and viewing orders on the Sky Q STB

 

Developers handover / specifications

Preparation of the specifications for the whole of the journey provided to the front end developers.

Smart Tiles Specs

Smart Tiles Specs

What is Order Tracking?

Order tracking is where you can track all your orders, ranging from accessories to Sky Store products, delve into the order’s details, reschedule an engineer visit and get a precise estimate of when the product will be with you.

Project Background

More than 39% of existing customers who call up within 14 days of placing an order could have solved their issue if a better customer experience was provided to them. An update to our current order tracking process would provide real value for STB users wanting to track their items.

UX

I’ve researched, analysed and compared the best cases of similar UX Design solutions to the project’s final brief whilst considering both internal and users’ requirements in order to help me identify risk assumptions early and swiftly, avoiding to waste up time for a final solution that doesn’t satisfy the users nor the company’s goals and vision.

UI & Visual Assets

There have been several iterations of the UI of the whole journey, they’re based on technical limitations and back-end capabilities, user feedback gather via on-site workshops, user testing with fully working prototypes, A-B testing which solution would better satisfy customers needs.

The importance of Prototypes

Many ideas fail, not because they are flawed, but because people didn’t ‘get it’. It can be hard to imagine new products, services or features. That is where traditional specification documents and business plans fail. They do not excite people about the potential. They do not show them what could be.

Which is why working in Agile, I felt the need to prototype pretty much every design task for every sprint so to shows stakeholders, developer, PM and back-end, what I was going to build. That means everybody had the same picture of the end goal. It significantly reduces the need for people to ‘fill in the gaps’ with their imagination.

It’s also a great tool for user testing session, to gauge the level of engagement of a specific feature and further iterate if and when needed. Occasionally and particularly in the early days of a project, I had to make few assumptions about what users want. Some companies do market research, but just like stakeholders users often struggle to picture what it is you are proposing building.

Testing a prototype allows you to validate the assumptions you make and be confident you are building the right thing.

Click on the thumbnail below to launch the interactive prototype:

Click here to launch prototype

Click here to launch the interactive prototype

TARGET AUDIENCE

Sky Q STB customers.

CLIENT

Sky

TECHNOLOGY

Order Tracker Prototypes

Launch Interactive Prototype

Launch Interactive Prototype

 

Navigation:

UP = W
DOWN = S
LEFT = A
RIGHT = D

Back  = B
Enter = G

 

Order statuses:

When you’re in the order details screen by clicking on the numbers 1 to 4 the status of the product can be changed to show the visual outcome / layout and implications.

On the Sky Remote, you can use the coloured buttons.

 

Statuses:

Blue/ On Track = 1
Red / Get in touch = 2
Yellow / Delay = 3
Green/ Complete = 4

 

Order Tracking – Full Journey

 

Order Tracking – Main Dashboard

 

Order Tracking – Order details screen

 

Order Tracking – Reschedule an order

What is Order Tracking?

Order tracking is where you can track all your orders, ranging from accessories to Sky Store products, delve into the order’s details, reschedule an engineer visit and get a precise estimate of when the product will be with you.

Background and strategic fit

Precisely 39% of existing customers who call up within 14 days of placing an order could have solved their issue if better information had been displayed to them. An update to our current order tracking process could provide real value for STB users wanting to track their items.

The importance of Prototypes

Many ideas fail, not because they are flawed, but because people didn’t ‘get it’. It can be hard to imagine new products, services or features. That is where traditional specification documents and business plans fail. They do not excite people about the potential. They do not show them what could be.

Which is why working in Agile, I felt the need to prototype pretty much every design task for every sprint so to shows stakeholders, developer, PM and back-end, what I was going to build. That means everybody had the same picture of the end goal. It significantly reduces the need for people to ‘fill in the gaps’ with their imagination.

It’s also a great tool for user testing session, to gauge the level of engagement of a specific feature and further iterate if and when needed. Occasionally and particularly in the early days of a project, I had to make few assumptions about what users want. Some companies do market research, but just like stakeholders users often struggle to picture what it is you are proposing building.

Testing a prototype allows you to validate the assumptions you make and be confident you are building the right thing.

Prototype navigable via keyboard or Sky Remote (using Flirc).

TARGET AUDIENCE

Sky Q STB customers.

CLIENT

Sky

TECHNOLOGY

Video Feature Prototypes

Prototypes

The following are examples of micro-interaction within the new newly designed video listing feature.

 

Rearrange video – No Label

Having changed what was the original four images upload grid with the new video element, user should be guided to understand the implications of having the video to the left of the grid versus the right side. The video will be either placed first or last in the listing gallery.

 

Rearrange video – Static Label

Exploring the additional use of a label to clearly signposting the user where the video will end up in the listing flow, depending on where it’s positioned.

 

Rearrange video – Moving Label

The label is now moving to better display the final video placement.

 

Audio Voiceover Flow

Recording of audio voiceover upon having filmed the video.

 

Video Segment Deletion

Deletion of a segment of the final video.

 

Timer Video

Timer feature which would allow the user to record himself in the final video showcasing the product.

ABOUT DEPOP

Depop is the new way to shop where you can buy, sell and share millions of unique items, vintage & luxury fashion, art, illustration, books, records and trainers and where you can build your own community of sellers and buyers.

Start selling by taking a video or a picture and open your own personal shop. Buy an item with just one tap.

More importantly, stay connected. Depop is a community – it’s a fun place to hang out. Keep up-to-date with your friends’ activity – like, share and comment on items that catch your eye.

Originally a social network, the app became a global marketplace — a mobile space where you can see what your friends and the people you’re inspired by are liking, buying and selling.

In turn, your friends and creative influencers all over the world can see the things you like, buy, and sell, and are inspired by you. This ecosystem has supported Depop becoming a global conduit of connection, not only in m-commerce, but culture, design, and creative communities around the world.

With 10 millions users worldwide, today 80% of Depop users are under 25-years-old, they’ve sold $230 million of clothing last year, and are on track to double that to $460 million in 2018-19.

Video Feature

With this engaging new feature users can now shoot short videos of their items to help them show off what they’re selling. The aim is to empower them to explore their creativity through a different media format as well as to give creatives an additional tool for self expression.

Moreover it has been proven to be of great help to buyers too as it will give them better insight into the items they are purchasing. The better users can present their items, the more revenue they can generate.

The importance of Prototypes

Many ideas fail, not because they are flawed, but because people didn’t ‘get it’. It can be hard to imagine new products, services or features. That is where traditional specification documents and business plans fail. They do not excite people about the potential. They do not show them what could be.

Which is why working in Agile, I felt the need to prototype pretty much every design task for every sprint so to shows stakeholders, developer, PM and back-end, what I was going to build. That means everybody had the same picture of the end goal. It significantly reduces the need for people to ‘fill in the gaps’ with their imagination.

It’s also a great tool for user testing session, to gauge the level of engagement of a specific feature and further iterate if and when needed. Occasionally and particularly in the early days of a project, I had to make few assumptions about what users want. Some companies do market research, but just like stakeholders users often struggle to picture what it is you are proposing building.

Testing a prototype allows you to validate the assumptions you make and be confident you are building the right thing.

TARGET AUDIENCE

Both male and female audience, between 16-45 yrs old.

CLIENT

Depop

TECHNOLOGY

MS XBOX The Hobbit

DESCRIPTION

For the second instalment of The Hobbit trilogy, The Hobbit: The Desolation of Smaug I created a rich interactive experience on XBOX 360 and XBOX 1. The aim of the campaign is to engage the user with multimedia contents and exclusive behind the scene footage turning the user journey in a captivating adventure which comes to life before his eyes whilst informing the users in more details about the characters, the synopsis of the movie and inviting him to go and watch the movie at the best cinemas.

DELIVERABLES

Landing Experience on XBOX 360 and XBOX 1 including:

Pre-roll video
Image gallery
Video Gallery
Synopsis
Link to Xbox Video – The Hobbit: An unexpected journey
Link to Xbox Music – soundtrack
Downloads – Themes & Pics

TARGET AUDIENCE

Mainly a young audience, male between 15 and 35 years old who are into fantasy novel and role-play games.

CLIENT

Warner Brothers

TECHNOLOGY

MS XBOX Adidas WC 2014

 

DESCRIPTION

For the World Cup 2015 in Brasil, Adidas presented 5 different football boots however in this case the aim of the campaign is to put the emphasis on the 5 famous football players endorsing the brand rather than on the boots themselves. The Xbox users chose their favourite player and through him discovered the Adidas boots that he wore. Every boots has got its own video and images.

DELIVERABLES

Landing Experience on XBOX 360 and XBOX 1 including:

Pre-roll video
Image gallery
Video Gallery
Themepack
Link to web
Link to Xbox marketplace

TARGET AUDIENCE

Football fanatics who play the sport, watch it and also like sportswear. Predominantly male audience, between 16-45 yrs old.

CLIENT

Adidas

TECHNOLOGY

MS XBOX Lego

 

DESCRIPTION

The goal of the Lego campaign is to create awareness of the Lego brand and its products and possibilities. The client wants to create an entertaining, interactive experience on Xbox. They are not focused in driving the users to the Lego website or create conversions. They want the users to find out how playing with Lego is a fun way to spend time at home with their family, alone, etc.
The core of the campaign is to interact with the users’ emotional sphere rather than simply showcase the products. I wanted to bring up in the users the same emotions generated when people play with Lego. By doing so will highlight and describe around 25 exclusive products.

DELIVERABLES

Landing Experience on XBOX 360:

The users will land on a landing page with 7 selectable categories. In each one of them the user will find one landing page with image gallery (showing the products) and one video. Users will be asked to collect Lego bricks (around 3 or 4) after doing that they will unlock the exclusive Lego T-shirt for their avatar.

Interactive Experience / Treasure Hunt
Play and Win
Avatar Integration
Image Gallery
Video Gallery
Product gallery
Themepack and DLCs

TARGET AUDIENCE

Family oriented.

CLIENT

Lego

TECHNOLOGY

MS XBOX Tudor Shield

 

DESCRIPTION

Tudor is well known european luxury brand which has a vast range of watches and for this particular campaign they wanted to reinforce brand awareness across European Market.

DELIVERABLES

Landing Experience on XBOX 360 and XBOX 1 including:

Video which can be clicked to full screen
Image gallery
Themepack
Link to YouTube App
Link to browser, eg. Facebook and YouTube

TARGET AUDIENCE

Luxury Dreamers & Hedonists. Men, young professionals, aged 25-45 (key target 30) + Woman, aged 25-45
Personal Income $60K (€50K)+ prepared to pay $2’400 or more for a watch.

CLIENT

Tudor

TECHNOLOGY

MS XBOX TMNT Movie

 

DESCRIPTION

Darkness has settled over New York City as Shredder and his evil Foot Clan have an iron grip on everything from the police to the politicians. The future is grim until four unlikely outcast brothers rise from the sewers and discover their destiny as Teenage Mutant Ninja Turtles. The Turtles must work with fearless reporter April O’Neil and her cameraman Vern Fenwick to save the city and unravel Shredder’s diabolical plan. The interactive experience wants to convey the fun, action-packed aspect of the movie offering to the user an equally rewarding experience where he’ll be able to enter the TMNT universe, play a custom Kinect mini-game, view exclusive unseen footage, get to know the characters and finally he’ll be able to download exclusive contents such a theme packs and gamerpic for his XBOX online avatar.

DELIVERABLES

Landing Experience on XBOX 360 and XBOX 1:

Watch & Win – Watch trailer to unlock theme packs
Mini Game
Video Gallery
Image Gallery
Characters Gallery
Download Page
Synopsis
Link to Web

TARGET AUDIENCE

Their core target group is 14 to 45 mixed audience.

CLIENT

Paramount

TECHNOLOGY

MS XBOX Audi TT Coupe

 

DESCRIPTION

The new Audi TT Coupe. Emotion, and high technology. The car has been designed as a sport car. The slogan is: ‘Dare to be different’. There’s a direct comparisons to the Audi R8 however the main difference is that now the Audi’s brand rings sit on the hood. The interior is more sporty, and the car is designed around the driver. The new virtual cockpit is a focal point as it allows the user to use their phone, navigate using GPS amongst many other high-tech features. The exterior has 3 box architecture engine note, roof & trunk. The car wants to be compared to an athlete and not a bodybuilder to indicate the efficient yet powerful approach without overdoing it.

DELIVERABLES

Landing Experience on XBOX 360:

Video hotspot navigation
Image gallery
Video Gallery
Link to web

TARGET AUDIENCE

Men from 30 to 45 years old with a slightly above average income and into sport cars and new technologies.

CLIENT

Audi

TECHNOLOGY

MS XBOX Planet of the Apes

 


DESCRIPTION

Down to the planet of the Apes is a thrilling, intense, scary and cool new movie about the struggle and confrontation with massive action on much grander scale than first film, but with strong emotional core and in service of powerful, character-driven story driven by Caesar as the main protagonist. The interactive experience wants to convey the three main aspects of the movie, the fun and thrilling ride with huge entertainment value anchored around the bid idea of extreme survival stakes on both sides and the inevitable conflict as well as the blends massive action with intense emotionality and a compelling mythic hero story and finally the action on huge scale and groundbreaking VFX and 3D “mo-cap” technology in service of the story.

DELIVERABLES

Landing Experience on XBOX 360:

Watch & Win
Synopsis
Themes and GamerPics
Video Gallery
Characters Gallery
Image Gallery
Link to Web

TARGET AUDIENCE

Aimed at all the audiences.

CLIENT

FOX

TECHNOLOGY