Orange - Tariff Refresh

User journey
User journey
User journey

Project Info:

This project brief was to come up with a solution that came out of a need for Orange customers to be able to see what was required for changes to their plans. User research and feedback had been very negative about this experience. Orange was using a system where the users were going through the steps only to find out after time and effort spent to see what they qualify for, that the journey would in an error or they would need to call customer service. I was tasked with finding a better solution that was more user friendly and avoided long processes that ended up in failure or needing to call in. What I came up with was a step by step process, so that they would only get through the steps if the necessary criteria had been met for each step. Here are the flowcharts of the relevant user journeys.

 

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