A complete platform overhaul, grounded in user research, that made OI's customer portal easier to use and built to scale.
Operative Intelligence (OI), short for Operative Intelligence, supports call centres by identifying the root cause of why customers call, using these insights to improve customer NPS.
OI approached us for UX/UI support to raise its digital presence and usability, specifically for the primary pages in the customer web portal, as well as the sign-up and login pages.
Digital presence didn't reflect the quality of OI's products and services.
Sign-up, login and core portal pages created friction for customers and internal teams.
No research-led understanding of where users were getting stuck.
We used bespoke UX frameworks alongside extensive research, user interviews and surveys to uncover pain points that led to a complete platform overhaul.
We worked with OI to create a platform that better reflects its premium products and services, with a user-centric design that guides users with tips and tricks as they go. The new sitemap and interactive design restructured the data to be more appealing, engaging and intuitive, so businesses can take action faster.
