Problem

Customers of Equiniti’s platform and website were voicing their displeasure with the company's points of contact and support documentation. Processes within the company had changed - such as reducing the number of costly customer calls by moving to a self-serve model - and this needed to be reflected in the customer journey whilst attempting to keep them happy. 

Solution

Create more precise lines of communication using better service design and copywriting. Overhaul the help and support section by utilising the software currently used by the customer care team. 

Process

The stakeholders had already been able to document a large amount of user feedback, which I could utilise in our initial stages. After finding a range of commonalities customers were struggling with and conducting a deep dive into their existing knowledge platform, I put together four key solutions to test directly with their customers. 

I was then able to produce two interactive, wireframed prototypes based on the proposals and form a script to guide and probe seven selected customers to validate the solutions. 

The sessions gave us a huge amount of additional insight and, working with the stakeholders in a workshop environment, we put together a range of prioritised themes and recommendations to take forward. Once approved by the board, I worked with their Creative Director to implement the recommendations into a suite of designed components to hand over to their development team.

“One from the top; Having been thoroughly impressed by George’s user testing session she did and all the output so far she wants some Etch help with MyCSP as the contract is up for tender this year.

For context, the Chief Customer Officer, so C-Suite wanted to be part of the testing, so George did a test with her. I now have a brief for this work, very well done George”

"Just wanted to drop a note saying the designs from the Etch team look fantastic, and really looks like knowledge is being brought front and centre in a very positive, clear way. It was really interesting seeing the process they’ve been through, all the best practises and recommendations, to get to a ‘final’ design – it’s not always a process I get to experience so also very valuable for me!
I also wanted to confirm from a technical side that I didn’t see anything outside of the KM PRO capabilities – they have clearly understood what we offer and how it best integrates, and also nothing that would need to sit outside of what we have discussed regarding scoping etc – so I think from the Verint side it’s looking very positive."

"During the EQ workshop yesterday, Amy (CCO, so board level) again mentioned the excellent work George Russell did on the user testing for them. This was delivered 9 months ago and she's a busy lady, so it must have made some impression, so well done George."