The challenge was to transition customers to a new broadband-powered home phone service, requiring clear communication about the change from analogue landlines and guidance on how to setup the new digital phone system.
I developed a solution which involved creating an animated explainer video and info cards to inform customers and walk them through the process.
As a result, customer onboarding was streamlined, reassurance was provided, and the number of support calls related to the new digital phone service dropped significantly.
Tools used: Sketching, Figma, Cinema 4D, Photoshop, Illustrator, After effects
I conducted research into common customer pain points, which informed a detailed storyboard outlining each step of the setup process. Building on this, I created an animated explainer video to guide customers through setting up their new broadband-powered phone service. To enhance accessibility, I incorporated voiceover narration and subtitles.
The final video provided a seamless, step-by-step onboarding experience, simplifying the transition for users.
I began with sketches, using insights from agents and customers, and then refined them into final polished versions to design clear and informative info cards for both BT and EE, tailored to each brand’s identity.The cards effectively communicated the transition to broadband-powered home phones (Digital Voice), addressed customer concerns, and highlighted key details.
Designed for both desktop and mobile, they became a valuable tool for agents, streamlining onboarding and ensuring a seamless transition.
