MY HOME SECTION : MAKING 43.000 LOST USERS HAPPY AGAIN !

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CONTEXT

• Troubled “My Home” users : the last user tests done on the “My Home” section highlighted several problems for end users: users were getting lost in the content, and had difficulties exploiting the available info.

• Limiting the scope : changing the structure only would enable to ensure a quick & efficient implementation, as well as avoiding all the heavier consequences of a “global” review. This phased approach enables to pursue later with other, sepcific, reviews : content review, design review, etc…

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SITUATION

• Leveraging the “Soho” benefits : the “Soho” section had been completely reviewed recently thanks to the new “user centric” methodology. The “My Home” project leader believed the “My Home” section could quite easily integrate the same structure, as both section share similar contents.

• Ensure fast implementation : 2 months later a new campaign was launched, so it was important to be ready quickly with key improvements to the end-user experience.

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MISSION

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Analyse  Behavior

Define  Behavior

Implement  Behavior

Check

Ergonomic analysing the current structure, identifying the lexical & semantical problems, as well as the similarities & differences with the “SoHo”.

Advising on the new structure, ensuring maximum semantical coherence.

Implement the new structure in the site, including follow-up & quality check.

Assess the benefits & business case achievements.

KEY RESULTS

• 43.000 users now find their way in the new structure, representing a total value of approx. 350.000 € in cost reduction & avoidance.

• 18.000 extra users are willing to visit an Electrabel service point, requesting the address of the nearier service points. This represents approx. 140.000 € of cost avoidance & reduction, as people do not have to call for this anymore.

• 100% increase in the number of contract requests. On 400% increase in contract requests, 25% are attributed to the new structure.

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Alain DewispelaereMarc Van RymenantSales DirectorCEO & Founder

+352 621 31 22 04+352 621 31 22 07

alain@netway.eumarc@netway.eu

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Simplifying interfaces.

Having the right elements is not enough …

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