topic Re: Help us make it easier to find what you need on our website. in Archived Posts

Help us make it easier to find what you need on our website.

Sorcha — Thu, 26 Nov 2020 15:41:00 GMT

Hi Everyone,

At some point all of you will have had to navigate the EE Website, whether that was to find an answer on our help pages or find out what new products we have on offer.

As part of the Get Help team, @Andy_S_ is working on how to make the navigation around our website the best it can be, and ensure that when you visit it, you can easily and quickly find what you are looking for.

What better way to understand this than by asking you, our customers!

We'd really appreciate it if you could take a few minutes to offer your feedback. He's keen to get your thoughts on anything and everything to do with navigating our website, so let us know what we can do to make this the best possible experience for you

What part of finding what you need on the website do you feel needs improvement? (If you can share your experience this will really help us understand what work we need to do, to improve)
How easy is it to find the information you are looking for?
Is it clear on how to carry out certain actions when on our website, i.e. Placing an order, upgrading your package, checking your bills or updating your account?
Please include any other feedback you think is relevant to the navigation of the website

We look forward to reading your comments and thank you in advance for taking the time to respond.

Sorcha

Re: Help us make it easier to find what you need on our website.

ab871 — Thu, 26 Nov 2020 19:43:19 GMT

I have no idea how to even start a discussion on this platform! It is near impossible to use!!!

Re: Help us make it easier to find what you need on our website.

Northerner — Thu, 26 Nov 2020 21:54:02 GMT

You should be able to upgrade your SIM only contract without having another SIM sent and original SIM cancelled.

The search needs to use Google to search for EE guides as the site Search is terrible. (I use Google to find anything on EE)

The EE site and app needs two stage authentication. It's way insecure and a risk to it's customers, especially given all the phphishing scams.

Navigation from say the foum into your online account needs to be smoother and less complicated.

Re: Help us make it easier to find what you need on our website.

Matt105 — Fri, 27 Nov 2020 07:49:40 GMT

Hi Sorcha

9/10 always find what I need on the website.

The only thing I’m having trouble with is Data Gifting.

I think the option to have a set date for every month so we can gift data automatically.

I had to switch phones whilst my current phone was getting repaired and since then I haven’t been able to gift data anymore. The app just shows my allowance and gifting history.

I’ve tried resetting the app and but no luck.

Regards

Matt

Re: Help us make it easier to find what you need on our website.

TrevsterH — Fri, 27 Nov 2020 08:01:03 GMT

It’s impossible to purchase anything if you’re near the end of a contract. My situation:

- current iPhone contract expires in under two weeks

- new sim only contract purchased and already applied to existing handset/number

- attempted to purchase new iPad under my existing account

However, the “Order Now” button takes me to “My Shop” where I only have the following to clickable options on screen:

- upgrade my existing phone or

- refer people to EE to receive a ‘bonus’

The site needs the ability for customers to either bypass or ignore upgrade messages otherwise you run the risk of losing sales to people who will look for a company whose purchase flow is simple

Re: Help us make it easier to find what you need on our website.

Katie_B — Fri, 27 Nov 2020 08:56:47 GMT

Hello @TrevsterH.

Welcome to the EE Community.

I am sorry to hear this is happening when you are trying to add an iPad to your account.

What iPad did you look to go for?

Speak soon,

Katie.

Re: Help us make it easier to find what you need on our website.

TrevsterH — Fri, 27 Nov 2020 09:28:07 GMT

Hi @Katie_B

It was the iPad 10.2-inch 2020 32GB Space Grey.

You can see from these screenshots, click "Order Now" here:

http://prnt.sc/vr3cu2

...and this is the page I'm given:

http://prnt.sc/vr3d6f

Re: Help us make it easier to find what you need on our website.

Katie_B — Fri, 27 Nov 2020 09:56:11 GMT

Thanks for getting back to me @TrevsterH

I have checked our stock page and can see this iPad is available.

I would recommend giving us a call so our customer care team can help process this for you.

Katie 🙂

Re: Help us make it easier to find what you need on our website.

Sorcha — Fri, 27 Nov 2020 10:43:47 GMT

Hi @ab871

As this would specifically fall under Community rather than the website, this would be something I can have a look at.

To start a discussion you would go to an area that you felt was relevant to your issue, for example My EE Account > My Bill. Once in that area you would select Start a new topic to post your question/start a discussion.

Is there something that you feel we can do to make it an easier process or easier to find? I'm always looking for ways that we can make it easier for people to use the community too.

Thanks

Sorcha

Re: Help us make it easier to find what you need on our website.

TrevsterH — Fri, 27 Nov 2020 15:31:03 GMT

@Katie_B You could always add it to my basket so I can do it online as I'd prefer to do... 😉

Re: Help us make it easier to find what you need on our website.

Andy_S_ — Fri, 27 Nov 2020 15:59:00 GMT

Hi @Northerner ,

Thank you for your feedback, it's massively appreciated. I hope you don't mind answering a few follow up questions so I can better understand the challenges you're facing.

What would you typically be searching for when using the ee.co.uk search box?
What are the main reasons for you logging into My EE?
What obstacles do you face navigating from the forum to your online account?

I'll also pass on the SIM upgrade and authentication feedback to our respective digital teams.

Thank you for your time,

Andy

Re: Help us make it easier to find what you need on our website.

Amandaseymour — Fri, 27 Nov 2020 17:42:31 GMT

I totally agree I've been trying to put a question on about my router and just can't see how you do it 🤔🤔

Re: Help us make it easier to find what you need on our website.

bristolashley91 — Fri, 27 Nov 2020 20:00:01 GMT

well the navigation around our website is hard looking for same with my ee account.this does need better navigation on the ee website...... but with my ee does deffo need look at.....

Re: Help us make it easier to find what you need on our website.

Hudysqn91 — Sat, 28 Nov 2020 00:36:34 GMT

Hi jestem tu od dzisiaj, muszę zapoznac się z witryną i napewno podziele się z wami opinia.

Re: Help us make it easier to find what you need on our website.

liggerz87 — Sat, 28 Nov 2020 01:41:26 GMT

Above latest discussion have it so that you can start your own thread the way IV only found to do it is tap on someone elses scroll to bottom then do my own thread that way I'm on mobile also have the reply button but at bottom have a box so you can just comment and not reply to anyone in general

Re: Help us make it easier to find what you need on our website.

Ryan135 — Sat, 28 Nov 2020 15:33:26 GMT

I agree!!

Re: Help us make it easier to find what you need on our website.

Andy_S_ — Mon, 30 Nov 2020 16:37:51 GMT

Hi @bristolashley91

Thanks for your feedback, it's greatly appreciated. What we're you trying to do on the website when you faced challenges? And how would you have expected to carry out that task?

Thanks,

Andy

Re: Help us make it easier to find what you need on our website.

Sorcha — Mon, 30 Nov 2020 18:19:48 GMT

Hi @liggerz87

Thanks, we're looking into how we can make the community easier for everyone too. I'll take that feedback forwards 🙂

Re: Help us make it easier to find what you need on our website.

liggerz87 — Mon, 30 Nov 2020 23:19:18 GMT

Thank you not sure about pc website as I only ever use mobile or galaxy fold as IV sent that back to Samsung as videos was blurry on it lol and ye your right about the payment plan I not long finished that and can now see upgrades again in my ee

Re: Help us make it easier to find what you need on our website.

liggerz87 — Mon, 30 Nov 2020 23:22:26 GMT

Also when I just commented it stayed at the bottom of the feed I had to scroll back up to see my other notifications maybe have the hat thing close to the bottom so takes you straight to your notifications and then when I clicked it it then made me go to the top and then I had to scroll to the bottom to then comment