PRODUCT DESIGNER
2023
DELTA is revolutionizing the telecom industry with its ultra-fast fiber internet, TV, and telecom services. As they rapidly expand their fiber network, they partnered with Triple to enhance their customer service platform, making it smarter and more intuitive for users. The goal? To deliver a seamless, informative service experience—ensuring customers can easily access the information they need, whenever they need it. From onboarding to package tracking, installation updates to invoice management, DELTA’s mission is to create a service experience that matches the speed of their internet.
ROLE & APPROACH
As a UX/UI designer, I was deeply involved in redesigning DELTA’s customer service platform, with a focus on improving user interaction, engagement and Help clients with their main problems.
collaborating closely with DELTA to build features incrementally. This iterative approach allowed us to start small, test rigorously, and refine the product based on continuous user feedback and data. Every stage was measured and adjusted to ensure we were delivering real, user-centered value.
COLLABORATION
DELTA’s main challenge was the lack of clear communication with customers after they subscribed to services. Key milestones such as package delivery, installation scheduling, and activation, were leaving customers confused and frustrated. To solve this we mapped the entire customer journey, pinpointing crucial touchpoints where updates were essential. We then designed a seamless in-app experience that offered real-time notifications, giving customers visibility over every step of the fiber installation process from package arrivals to technician appointments and service activation.
This solution not only reduced uncertainty but also improved customer satisfaction, streamlined the onboarding process, and bolstered trust in the DELTA brand. Additionally, it resulted in significant cost savings in customer service operations.
