The work of Martin Johnstone
Digital Product Designer • UX • UI

 

My latest work....

 
http://business.bt.com/products-and-services/

BT Business Online E-Commerce

 
  • BT Business Online E-Commerce
  • BT Business Online E-Commerce
  • BT Business Online E-Commerce
  • BT Business Online E-Commerce
  • BT Business Online E-Commerce

A challenging role working as the sole UX Architect on a project by BT to redesign and automate their business products and services online e-commerce journeys which are currently processed manually by a call centre agent.

BT have invested heavily in new call centre agent desktop software, and it was their initial plan to base the online solution on the system used by the call centre agents with as few change as possible.

I was responsible for the end-to-end user experience of the e-commerce journey, and was responsible for taking the functionality already provided by agent software and translating it into a suitable customer friendly solution, based on the BT Corporate style guide.

This required working with a remote team to gain a considerable understanding of the complex systems, processes and scenarios necessary for each type of order journey, and then translating them into user-friendly high fidelity axure prototypes based on the BT corporate styleguide.

I also worked with front-end developers to deliver the standards based finished HTML for each journey.

Javascript prototypes of order journeys were created and then user tested by an external agency. Based on feedback from user-testing iterative improvements were made to subsequent designs.

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