Self Service & My Account

Overview

Currys received a high number of phone calls for basic post-purchase inquiries such as order status, cancellations, and returns.

My Role

I was responsible for identifying why the current system failed to address basic help and support tasks, pinpointing pain points, and highlighting opportunities.

Result

I redesigned the help and support page, allowing customers to retrieve their orders as guests. This change enabled self-service and reduced calls to the call centre.

Discovery

Data showed that customers couldn’t find the information they needed about their orders and were often redirected in a loop back to the original page. Call centre data revealed the most common inquiries were about order information.

Reasons why customers call

Data on customer journey on help & support page

Research

I organised a workshop with my team to identify customer pain points post-purchase. We grouped ideas into themes, with tracking orders and creating a help hub receiving the most votes.

Workshop with team to understand customer pain points

Analysing data

I analysed current products to understand why they performed poorly and failed to help customers find necessary information.

Click test on order status links

Data showing current order status page

Help is the most clicked link

Ideation

I developed ideas for customers to retrieve orders using their order number and restructured the help and support page for easier navigation.

Page shows restructure of help & support page

Ideas on how to track order as a guest

Design

Prototypes of the new Help & Support page (Help Hub) were created to help customers find information quickly. The “Track My Order” prototype showed how guests could retrieve orders without needing to call.

Implementation

After completing UX and UI designs, I worked with internal and external developers to launch the projects. Key tasks included:

Design walkthroughs with stakeholders and third-party developers
Testing with UserZoom to validate recommendations
Building high-fidelity prototypes to demonstrate the experience
Demos to senior stakeholders

Evaluation

Since the launch, customers can now:

Retrieve their orders as guests without calling the call centre
Easily find needed information on the new help and support page
Understand their order status

Result

This project reduced calls to the call centre as customers could find order statuses and information about recent orders like cancellations or returns.