Design & Research
Diagnoses internet
health with tech support
Role
UX Design Lead
Tool
Figjam
Date
Nov, 2024
View project
Current support centre monthly data snapshot
13k+
calls related to tech support
1,800+
related to slow speed
1,900+
related to outages
2,500+
related to no sync
How can we reduce the call volume while still help customer resolving their internet issue?
An automated technical support feature that diagnoses internet health at the press of a button. If needed, it can also autonomously schedule an appointment with an NBN technician. We name it:
Refreshify
Challenge - clarify the service flow for Refreshify
Understand the backstage flow while customer checking their internet, I run workshop with product team, dev team and operation team to understand the different internet issue types, issue messages for different technical types and scenarios.
Several parties play different role in this self- diagnosis tool user journey.
App user
Seeing messages, interacting on app, receiving SMS
Mobile App UI
Display diagnosis result, direct user if next step needed.
Superloop API
If there are Superloop account issues or network issues, run auto check and reset for customer.
Customer service
If Superloop issue not resolved by resetting, raise a ticket to customer service team to follow.
nbn API
If there are nbn network issue, nbn will book a technician onsite and communicate updates with customer
A close up look of the service flow
Refreshify final UI screens
Auto-check flow
nbn appointment
Activity tracker
Customers can track their order status, Refreshify issue, and easily schedule or modify NBN technician appointments. This feature ensures a smooth, transparent setup experience from start to finish.
Data snapshot after launching
3 x normal usage
Huge spike in usage following Arthur
Deflected 84%
of contacts to our support team
66% thumbs up
at the end of Refreshify journey, meaning the tool solved problem!
