Top network provider was facing issues with their password reset and forgot your username journeys. This resulted to a large volume of calls to the call centre as well as negative feedback on the forums. 

There was a need for a quantitative and qualitative study to take place so that the problem could be properly addressed. 

Rosa approached the problem by taking a holistic look at the data that existed including previous research and gathered insight from support calls, forums and tweets. She then put together a Quantitative Online Survey that enabled her to collect data on what parts of the journey were problematic and the key reasons behind that. 

She then analysed the data and key themes emerged. She identified the problems and proposed a list of recommendations and solutions as to how these issues could be resolved. She worked together with the Design team informing them on how to improve the journeys before putting them to the test.

Rosa then prepared a qualitative non-moderated study, and put together a screener to choose the right audience. In this online study participants were shown a prototype and were asked to think aloud and respond to specific questions that would give more insight to the original data collected during the quantitative study. This allowed her to understand whether the improvements made were successful.

Following the input of the qualitative and quantitative studies, the prototype depicting those journeys was redesigned and the final design received very positive feedback by all participants and is being built to provide customers with an updated, smooth journey and reduce the pressure in the call centres. 

Making changes to the journey and designs early in the process, before development resources are involved was a real cost saver for the client.