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Working in telecommunication network operator BitÄ— Lietuva I was part of billing design project. I worked alongside with the billing team, to solve major information architecture and visual communication problems. By that time, call centre was receiving lots of customer complaints, as bills were unclear, regarding the amount and services customers were paying for.
Goals: : Our major goals were to lower the call rate on billing issues and higher the number of satisfied customers, to optimise the amount of information given as a result to lower paper emission.
Process: First of all, in cooperation with the call centre team we defined main complains, we worked together with the legal and copyright department to lower the amount of information given and clarify it. Lean UX design approach was opted which highlights rapid sketching, prototyping, user feedback and designing mock-ups.
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The Impact: After launching new bills, we significantly lowered calls concerning clarification of bills. The client satisfaction rate improved and the paper emission lowered by 30%.
Bills design
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