May 2, 2022

Belong is an Australian telecom provider. I consulted at Belong for 6 months, working in their mobile and app teams as a UX specialist. My job was to diagnose, prioritise and solve usability issues and improvements. My work included; planning and facilitating user research and designing customer journeys, flows and interactions.

One large piece of work I was leading, was a project aimed at aiding customers in the event of a planned or unplanned outage. We looked at various ways to minimise the impact before, during and after the outage. This piece of work was integrated into the Belong app. Customers were notified of an outage, where possible before hand, and could take steps to resolve their issues rather than contact customer support.

The main goal of this project was to reduce the amount of support requests and to improve the customer experience.

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