Repairs
Role
UX research / UX and UI design
Project length
12 months
Release date
January 2016
Brief
The Islington social housing service must make savings by reducing the size of their repairs call centre. Especially innovative software is required to replace a very complex service.
Approach
- Recieved employee training and shadowed repairs service call center team
- Joined the Repairs Team engineers for a day
- Lots of sketches
- UI design (psd) as a spec for the front end supplier
- Repairs service data analysis
- Treejack testing the IA
- Messaging logs
Innovation
- Iconographic user journey
- The 'Conversation Principal'
- The 'Q&A Engine' and the 'Decision Tree'
- Pushed back against a business decision to present the service within an online account
- Text message reciepts
One of the repairs project icon decks
Results from IA testing
A few of our personas
