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As part of Sky’s online strategy, there was a major focus on moving sales out of the contact centre and increasing the performance on their online shop. A key part of this was achieved by providing the customer with a simple, clean and intuitive online journey. I was tasked with creating the designs to improve the conversion and usability of the purchasing process; included the “product selection” and “order summary” pages, along with a redesign of the shopping basket function and checkout.
The work was split over four phases to allow for a “test and learn” approach to respond to customer feedback. I created a multi-tab structure that enabled the customer to purchase Television, Broadband as well as highlighting the benefits of purchasing both together. A great deal of work went into adopting the correct visual styling and tone of voice to simplify a very complex set of products and business rules.
As the senior designer, I was responsible for pitching creative concepts to the stakeholders, design implementation, interface design, user flows and interaction. I worked directly with the client and product delivery managers to ensure the design brief was met, through to ensuring the developers had assets to start building.
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Adding extra packages
Below is an example of the expanded module the customer would see when they click on "Discover". It reveals more about the product, and includes a monthly teaser clip.
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Box comparison
Experimented with various layouts to help the customer decide which sky box was right for them and to up-sell multiroom.
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