Improved Phone Bills
In 1996, Canada's national telephone company changed it bills so that everybody could read and decipher all the charged calls details and savings. This included a distinct paper format for visually impaired and elderly people.
The new design based on our usability work resulted in the reduction of pages by 40% and the search time for information by customers by 30%.
BEFORE: Bell Canada's invoice was very complex and required a great number of pages for a simple account. Information was difficult to understand.
The information was organized according to a marketing vision, which reflected the view of the marketing department. Based on our successful redesign of Bell Canada’s call center, we were asked to see if we could improve the design of the customer invoice.
We did a cognitive task analysis of the customer segments.
AFTER: With the cognitive task model and usability test results, it was easy to convince marketing to drop the planned organization over a chronological presentation. We used this information to redesign the Bell invoice that goes to their 9 million customers.
Chrystel Black
Vice-présidente
Ergonome des interfaces / Usability Specialist
YU CENTRIK - "L'humain au coeur du système."
cblack@yucentrik.ca
World Usability Day 2007 is sponsored by:
