Please read my extensive report on examining practical ways in which errors and failures on MultiChoice Africa's various Self Service platforms can be reduced, thereby lowering the number of calls the service centre receive each day. Special attention was paid in identifying usability problems, findability issues, inefficiencies (bottlenecks) that prevent users from completing their objectives.
"You've got to start with the customer experience and work back towards the technology - not the other way around."
User research • UX strategy & design • Information architecture • Usability testing