I spent sometime with the Sky e-experience team retooling the My Sky customer account entry path. Uptake of the online service was poor due a confused login process along with an entry page that took far too long to download. Customers went offline for their information. My job was to ensure a clean, clear and quick loading experience that reduced the burden on the call centres. Working with technology, the UX designer and I established key information with the quickest return path, enabling the page to load instantly. This data become the building blocks of the page. The result is entry point with a quick snapshot of all the customer’s key account information on one page with direct links to all the supporting pages.
