Sky Home Move

Project statement

The client aimed to bridge the gap between their digital and voice capabilities in assisting customers during their transition to a new home. Implementing a digital service was the solution to enhance the four key success metrics that contribute to the Long Range Plan (LRP) targets:

• Customer experience
• Cost to serve
• Digital growth/containment
• Customer/product growth

Users

Sky clients seeking to change their address want to ensure that their service remains uninterrupted during the transition.

Touchpoints: website and mobile app (I was working on the mobile app version).

The UX Research team conducted interviews with customers who switched providers as well as those who remained with Sky. Here are the key findings from the research.

Pain points:

• incredibly busy for the home move and uncertain about what’s involved in transferring broadband during a home move
• frustrated that new customer deals are better than current deal and annoyed that package cannot be updated

Needs:

• uninterrupted broadband service, along with simplicity and clear communication throughout the process
• clear information on what is involved in moving broadband service and how long setup will take in the new home

Responsibilities

As a member of the UX UI team, my responsibilities included:

• Understanding business requirements, brand guidelines and design system
• Analyzing outputs from the UX Research team and reviewing the already approved UX flows
• Creating various UI solutions for the Home Move tracking service process that align with the approved key screens of the service
• Producing video animations for the main points of the service to be featured on the landing page

Design process

I supported the UX/UI team for 2 weeks, resulting in a streamlined and efficient process. We held quick daily morning catch-ups to keep everyone updated on progress, allowing each team to focus on their tasks.

While developing new UI concept designs, I participated in several meetings with the Creative Director to discuss the concepts and determine which designs would be finalized for the prototype.

Scope and constraints

We needed to create a digital solution for the Sky Home Move service to ensure a smooth and hassle-free transition to a new home for customers.

Participating in a large project like this for a short duration was a significant challenge. I had to process a vast amount of information quickly to effectively support the team.

Additionally, user journeys and several key screens had already been approved by the client, so my work needed to align seamlessly with the existing assets.