NOW Sales & Service
Account Management
My Account is the primary destination for NOW customers seeking a broad overview of their memberships and wishing to perform essential administrative activities. From purchasing new passes to modifying security settings, the account management experience allows users to complete tasks quickly and easily while respecting NOW’s digital self-service principles.
Responsibilities
Design, optimise, and deliver key account management web functionality, including payment details, settings & PIN, and device management pages. Working closely with the NOW engineering team, we delivered features enabling NOW customers to complete their goals quickly while continually iterating on designs based on customer feedback.
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Produce wireframes, user flows, layout designs, storyboards, site maps, and prototypes for use across all EU markets, helping to ensure NOW adheres to its ‘build once, deploy to many’ philosophy. By launching the same proposition once across multiple markets, NOW Digital Services operate a sustainable platform that avoids duplication and waste.
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Collaborate with product owners, researchers, and engineers to rapidly evolve current NOW design patterns and create new experiences. Employing A/B and multivariate testing techniques, we quickly assessed the value of features such as voucher redemption, offer signposting, search, and surveys.
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Review objectives, roadmaps, research data, and development resources with account management stakeholders at regular catchups, helping to determine the best course of action for delivering new features and design improvements.
Payment PIN Prototype (Figma)
Help Centre
NOW Help Centre uses various technologies to help customers rectify viewing, purchasing, and membership issues. The use of predictive search, personalised help articles, bots, and chat, in addition to traditional phone and email support, ensures that NOW customers are just a click away from resolving any issues.
Responsibilities
Design, enhance, and optimise the Help Centre search experience, improving the functionality with advanced features such as predictive and federated search. The primary objective is to ensure that the search design pattern is consistent across all EU markets while allowing brand customisation based on territory.
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Partner with Help Centre product owners and engineers to rapidly create, build, and test features such as Hero Search, Help Centre sign-in, and personalisation. Analysis of quantitative data allowed us to validate the impact and benefit of a feature before committing to a costly design and build.
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BAU (business as usual) design improvements and optimisations for Get in Touch Funnel, Account Finder, incident banners, and chat sign-in. These improvements helped get customers to their destinations successfully and contributed to an increase in NOW’s digital success rate, contact centre efficiency, and cost to serve.
Retention and Cancellation
The retention and cancellation experiences are important aspects of NOW’s digital sales and service objectives. Balancing the requirement to drive growth and increase revenue while also respecting the customer’s need to downgrade, leave, or rejoin, the cancellation journey enables easy subscription removal while highlighting membership benefits and incentivising continued loyalty.
Responsibilities
Delivery of NOW’s Cancellation Journey. A collaborative affair involving multiple teams and stakeholders. Key responsibilities included enhancing page templates, tailoring the journey for market-specific objectives, and continuous interpretation of data to ensure that the journey satisfies both customer and business needs.
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Use quantitative data, competitor analysis, and customer research to create experiments aimed at tackling customer pain points. Working closely with product owners and engineers, we tested our hypotheses about the factors that may or may not encourage customers to continue subscribing to NOW.