Eddie Laan - Contact options

Project details

Background

Without a clear owner of all possible proactive interactions on ziggo.nl, a proliferation of toasters, notifications, floating buttons, labels and modals followed, each with their own visual style. This came at the expense of the user experience. To tackle this problem, I took the initiative by mobilizing key stakeholders to come up with a unified solution that would be useful for all parties.

The brief

I was asked to come up with a generic solution for the possible contact options (feedback, chat and calling) and to provide a proposal for the business ruling of all the tools.

My role

I visualized the interactions in as is flows and based on that I made drafts for the business ruling. For the generic 'contact options' solution I worked closely together with the Visual Designer in my team who was responsible for the UI.

what I did

Secondary research, Interaction Design, business ruling

Challenge

As mentioned, the sheer amount of intrusive interactions of tools without any logic between them caused for a really bad user experience. Based on that I addressed the following action points:

1. Tag manager ruling

Check if we can indicate a certain ruling in the tag manager so that all applications can communicate with each other (through listeners or cookies).

2. Survey logic

Arrange that other surveys are no longer shown if one has already been shown. Investigate if this needs to be done in the tool itself.

3. Refresh modals

Refresh the design of modals. Draw up rules for UI and UX and refactor the current frontend implementation.

4. Analyze behavior

Analyze all applications and their behavior. How does a proactive interaction perform against a static one?

5. Make it personal

Think about how we can entice users to enter their zip code. Provide relevant contact options (e.g. brick & mortar nearby)

6. Future proof

Ultimately, as digital department, come up with a plan in which all logic is managed. For now and for the future.

Design

As is flows

I visualized the as is situation in a flow representing customer activities and the tools used in the orient and buy phases. This was the basis for the business ruling.

Drawing up business rules

As a starting point for our CRO and data analytics team I determined business rules for each tool, taking into account all other interactions on the website.

The solution

The Visual Designer and I came up with a solution in which 'widgets' are grouped in a 'wrapper'. These widgets expand on hover or after certain user behavior.