Sky UK.

Moving home with your Sky package

Delivering a Digital Home Move journeys for customers transferring their Sky products to a new home.

At some point I'll get around to fleshing this page out with designs, but for now you'll have to settle for a brief overview.

Service-driven approach (sales second)
User flows
UI design

My mission

"Fast-track customers to get the help that they need online, saving them time and effort."

The departments drivers are to increase customer satisfaction and reduce calls to the contact centres, helping to reduce call wait times and saves millions in revenue.

Team dynamic

Brought in as a dedicated UI designer I worked closely with UX and content designers to enhance the customer experience for home movers. Although dedicated to UI, I was involved heavily in the UX reviews, identifying potential solutions in wire-framing, highlighting key pain points and mapping user journeys.

Roles and responsibilities

Dedicated UI Design resource for the team
UX design
Process design
Design handover
Workshop facilitation
Brand and design system adhereance

Service driven approach

To achieve a service-driven approach, I facilitated daily and weekly workshops and reorganised file structures for organisational sign off and development hand over. The actions I took allowed the teams to easily approve design work and push incremental development releases.

Personalisation

Although the approach was to provide service over sales, there was opportunity highlighted for bringing sales into the customer journey. Using a data led approach I was able to map out and highlight personalised upgrade and sales opportunities for different customers.