After a price crisis on the utilities sector, I worked on optimization tools to reduce friction and make the access to the online accounts of British Gas customers easier than ever.
One of the KPI was to reduce call centre interactions as well as facilitate task resolution on the various journeys in the site.
How can we allow a larger number of users to access their online accounts more securely and easily? Our secondary goal is to improve the data quality of the registering users
Interaction, Low / High Fidelity Prototyping, Sketch, Usability Testing, User Research