BT Error Codes

The problem

There was no easy way for a user to find what the error code on the TV or mobile means or what steps to follow to resolve the issue.

My role

  • UI/UX design
  • Prototypes
  • User testing
  • Design research
  • Journey mapping
  • Workshop

Research

I gathered Adobe Analytics data supporting the the problem.

However, while data supported the theory, but it didn’t give an insight in how the users behave while encountering the problem.

I decided, that user interviews will be a best way to gather the insight. I found examples of two real error code examples- TV and BT Sport. We showed them to the participants and asked to navigate the website. I observed session remotely.

Decision Tree

While investigating end-to-end journey, I noticed that there are ten different Error Code pages depending on what device is used.
I suggested to combine them in one and this way simplified entry poin

Before optimisation
Optimised entree points

Design & prototype

After reviewing the user research findings, I created a prototype and presented it to the squad.
With developers we agreed to take projects in phases, first being simplifying entry points and combining the pages.

Users also expressed that too much content on the page is overwhelming, we trimmed the content down. What was left only essential information and troubleshooting steps

We also seeing an improvement how customers feel about the redesign, this month alone 3% less of them need to contact BT for more information, which is a win.

Future ambition

It’s a good start to combine the pages, but journey could be improved.

That’s why I created and presented a troubleshooter tool- user would select and identify the problem and would be presented with the best option.

It could work as a conversational chat bot, I am exploring this option right now.