Sky

CUSTOMER MANAGEMENT PLATFORM

Overview

A project to replace Sky’s old Java based Chordiant contact centre Customer Relationship Managament platform with a modern responsive web application. ‘Stan’ as it became known is now the platform used by over 10,000 contact centre staff to serve Sky’s 10 million customers.

 

Working within an agile project team of UX, UI, front-end and system developers, the programme went from first cutting code to roll-out within 2 years.

 

From a user experience point of view a fantastic project as we had access to a huge user base, making research and testing much easier than most projects! The user feedback on the finished system was excellent and  proves the importance of user centred design, and the value of ongoing user involvement.

 

We were responsible for conducting user research to establish use cases, common journeys, current difficulties and then translate these into wireframes and prototypes which would then be passed to a UI designer and the front end dev team. We also conducted ongoing feedback sessions with stakeholders and the users to ensure that the design were useful, and ongoing usability studies to ensure designs were useable.

In Detail

Services

Lean UX
User Research
Low & High Fidelity Wireframes
Prototypes
Usability Studies

Tools
Sketch
AxureRP
Invision

 

Client

Sky Plc

Date
2013-2016

 

#ilovestan We think it is really good, we love it! The notes is the best part, as you can navigate around accounts whist still on the notes screen, saving time on calls and helping customers 🙂
Paul T.
Sales Team
@Stan Its so easy to use. Took to it like a duck to water…..
Anna
Broadband Support
Another bonus I have seen brilliant results from when using @Stan is the drastic reduction in call handling time, #Everysecondcounts !! My team as a whole had an average handling time during week 12 of 762 (Not ideal I’m sure you’ll agree!!) but if you compare that to the following week (when we were all given access to the new system) our AHT dropped to a below target 664!! Almost 100 seconds improvement on one team’s AHT due to the introduction of a new system? A pretty easy way to improve stats if you ask me!!!
Denise
Customer Retentions Manager
Since using @Stan, can't imagine going back to Chordiant!! #ILOVESTAN #Goodbye Chordiant i love how it is so simple to navigate
Aesha
Back Office Team

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