Vodafoneziggo
Nevertaken
At VodafoneZiggo, I was a part of the Wifi Crew, where I provided customer support, solving complex internet issues in use of phone and chat. During this time, I worked closely with ADT and JVZ, two software tools developed internally at VodafoneZiggo for customer service representatives
I quickly noticed the platforms could be significantly improved. Knowing that only a few adjustments could make the software much more accessible and reduce repetitive tasks, I was inspired to make a change.
Taking the initiative, I developed new designs for both software programs, proposing these enhancements to the development team. My designs emphasized usability, aiming to streamline the user experience for the team interacting with these tools daily. This is just one example of my approach as a UX/UI designer, prioritizing functionality and efficiency in every project I undertake.
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ADT
ADT was developed to assist call center employees during their conversations with customers, I have used it myself. To identify potential improvements, I conducted research, including:
- In-depth interviews
- Surveys
The research revealed that:
- ADT contained functions that were no longer relevant
- Some useful features already existed but were poorly accessible
- It was difficult to quickly find and read information, while on the phone with a client
To address these issues, I:
- Redesigned the layout to enable faster access to customer information
- Proposed ways to make certain functions more accessible, such as call history and employee information
- Suggested implementing a dark mode option for night shifts to reduce eye strain
De mock-up is gepresenteerd aan de product owner en hij gaat het verder meenemen is mijn verteld.
The mock-up was presented to the product owner, who informed me that they would take it further. If I were to develop this myself, I would first conduct research to test whether these proposals would make a significant difference, to prevent losing time and money in development. This could be done using methods such as clickable prototypes and user-testing.
JVZ
I was tasked with creating a mock-up for a new page on JVZ ( Your VodafoneZiggo), the platform where employees can view their personal information. The goal was to make it easier for employees to submit suggestions (tips) for VodafoneZiggo. In my first proposal, I included the following features:
- A dashboard showing suggestions currently being considered, preventing double submissions.
- The ability for employees to like suggestions from their colleagues, giving more visibility to promising ideas
- A summary for each suggestion, including the tip details, the submitter, the person handling it, and the current status or response.
