Sky Mobile
A platform migration project for Sky Mobile whilst also implementing improvements to the user journey and overall buying experience.
Problem
Sky Mobile had plans to increase customer take-up of their Sky Swap feature. It enabled customers to take advantage of being able to easily choose a new phone and upgrade (or downgrade) the service they had.
It was unnecessarily complicated and in need of simplifying to remove areas of friction.
Because a single account could include multiple users, it needed to have the flexibility to manage everything quickly and clearly.
Discovery
Working primarily from their Leeds Dock offices, I liaised with the dev team based in Livingston with occasional travel to Scotland for face-to-face meetings with the remote team.
Workshops were held to establish what we knew and what we considered to be the existing needs, desires, and pain points of the users. These were then grouped by theme to give us an initial feeling of areas to concentrate on.
I plotted out the existing customer journey to see at which point in the flow these themes sat. I then started to work up new flows that could address and solve these problems.
Ideation
Sketches were worked up into more formal wireframes in order to get an understanding of the flows in a more contextual way.
Sharing and discussing this work with the Product Owner, BA’s, TA’s and UI Designer enabled me to gather quick feedback to ensure that the potential solutions were viable.
After working closely with the UI Designer, a more finished set of screen designs were produced.
The next step was more formal user testing. I had the luxury of being able to utilise a range of testing options. Sky had a dedicated test lab that allowed me to run qualitative user test sessions with a typical amount of 8 participants per day. In addition to this, for less intense testing, I set up and ran remote usability sessions through UserZoom.
The feedback and outcomes from these sessions allowed me to iterate the designs and test again to fine-tune the solution so that it was ready to then move on to development.
Conclusion
This process was implemented across the full range of Sky Mobile features and requirements during the 10-month contract duration.