Issue Resolution Project

Overview:

This was a project to identify all pain points on Three’s commercial website. This was an all hands on project that involved full user journey reviews from every member on the wider Digital Team.

My Role:

  • Manage team of six in Journey Reviewing

  • Hold daily stand ups

  • Documenting pain points

  • Action Plan

The Process

Next a shared excel sheet was created to input these pain points into. The pain points identified were categorised according to the type of issue – e.g.  s potential blockers for them completing a purchase, improvements needed in look and feel, errors and inconsistencies.

They were then further segmented into ‘Priority’, the ‘Journey Type’ (Prepay, Bill Pay, Broadband, etc), ‘Department Responsible’ (e.g. Internal or Third Party) and ‘Team to Action’ (e.g. UX/UI, IT, Web Development, etc.)

These were accompanied by screenshots, descriptions and recordings of the documented issued to ensure as seamless a resolution as possible.

These issues were documented into coherent ‘asks’ and assigned to resolve via Jira tickets.

OUTCOME

Over 200 Journey Reviews were completed in seven days in the project.

172 total pain points were identified and since actioned.