A redesign of a complex fault reporting journey, focused on reducing user drop-offs, improving clarity of system feedback, and enabling more effective self-serve support for customers.
A redesign of a complex fault reporting journey, focused on reducing user drop-offs, improving clarity of system feedback, and enabling more effective self-serve support for customers.
Timeline: 6 months
Timeline: 6 months
Category: Product design
Category: Product design
Project type: In-house (Full-time)
Project type: In-house (Full-time)
Techstack / Tools: Mural / Figma / Framer / Askable / Jira
Techstack / Tools: Mural / Figma / Framer / Askable / Jira
Year: 2025
Year: 2025
Timeline: 6 months
Category: Product design
Project type: In-house (Full-time)
Techstack / Tools: Mural / Figma / Framer / Askable / Jira
Year: 2025
01. THE CHALLENGES
High abandonment rates during the fault reporting journey (500 per week).
Pre-check loading states lacked context, leaving users unsure if diagnostics were being performed.
Lack of visual hierarchy reduced the visibility of key actions and status updates.
Users with multiple services experienced difficulty identifying the relevant service when diagnostics returned no clear fault
40% of users who abandoned the flow called customer support.
02. THE APPROACH
Conducted usability testing on the live fault reporting journey to identify key pain points.
Analysed findings across pre-checks, service selection, and diagnostics.
Created low-fidelity wireframes to explore improved structure and flow.
Built interactive prototype to test the new fault reporting experience.
Ran further usability testing to test new designs and iterated based on feedback.
Handed off final designs to development with specs and guidance.
03. THE OUTCOMES
Reduced abandonment during the pre-check journey by 32%.
Reduced support calls related to fault reporting by 30%.
Added contextual loading states to clearly communicate each stage of the diagnostic process.
Created bespoke illustrations and animations to create a more engaging loading state.
Introduced contextual status cards using colour-coded visual cues to distinguish identified faults from services requiring further action.
Designed and added a table with advanced filtering to help users quickly locate the correct service within large accounts.
Created a guided three-step journey to help users narrow down affected services when faults couldn’t be automatically identified.
01. THE CHALLENGES
High abandonment rates during the fault reporting journey (500 per week).
Pre-check loading states lacked context, leaving users unsure if diagnostics were being performed.
Lack of visual hierarchy reduced the visibility of key actions and status updates.
Users with multiple services experienced difficulty identifying the relevant service when diagnostics returned no clear fault
40% of users who abandoned the flow called customer support.
02. THE APPROACH
Conducted usability testing on the live fault reporting journey to identify key pain points.
Analysed findings across pre-checks, service selection, and diagnostics.
Created low-fidelity wireframes to explore improved structure and flow.
Built interactive prototype to test the new fault reporting experience.
Ran further usability testing to test new designs and iterated based on feedback.
Handed off final designs to development with specs and guidance.
03. THE OUTCOMES
Reduced abandonment during the pre-check journey by 32%.
Reduced support calls related to fault reporting by 30%.
Added contextual loading states to clearly communicate each stage of the diagnostic process.
Created bespoke illustrations and animations to create a more engaging loading state.
Introduced contextual status cards using colour-coded visual cues to distinguish identified faults from services requiring further action.
Designed and added a table with advanced filtering to help users quickly locate the correct service within large accounts.
Created a guided three-step journey to help users narrow down affected services when faults couldn’t be automatically identified.
01. THE CHALLENGES
02. THE PROCESS
03. THE OUTCOMES