OI came to us with a platform that consisted of a standard view, with basic navigation that hindered their customer experience. Due to the way the platform displayed information, many valuable insights were lost. Connecting the dots between the data and taking the necessary action required extra effort.

Our goal was to create a platform reflective of OI’s premium products and services. We leveraged bespoke UX frameworks alongside extensive research, user interviews and surveys to uncover pain points that led to a complete platform overhaul. We dissected each element of the platform, from the filtering panel to the sitemap, and underwent numerous ideation workshops to deliver a superior, intuitive user journey that enhances the customer experience. 

We worked closely with the team to identify specific pain points and tailor a solution that optimises processes and reduces friction for both customers and the OI team, allowing them to reach objectives and insights faster. 

The new sitemap and interactive design approach allowed us to restructure the data in a way that is appealing, engaging, and user-friendly, allowing businesses to take action more intuitively.

The OI platform now reflects their superior products and services with an outstanding user experience that boosts engagement and retention.

With dedicated views to suit users' needs, whether business executives or admin managers, and a dashboard to consolidate and streamline navigation, we have solidified OI’s position as a central cutting-edge application for businesses worldwide. This platform has set a new foundation for innovation, forming a future-proof product that nurtures new features, services, and capabilities. The user-centric design educates as it is used, guiding users with tips and tricks for ultimate success. 

Today, we continue to partner with OI to support them in achieving their objectives and shaping the future of customer care/call centre operations.