Hi, I'm Tom and I work in the My EE team looking after the My EE Web experience. I'm really keen to tell you about some of the changes we've been making recently.
We've been looking at improving the way you navigate across My EE and I wanted to let you know about what differences you will see in the future.
The current My EE Web experience was built primarily for desktop users and is now five years old. Since then we’ve been adding great features such as Swappables, Data Gifting, My Offers and Roaming into the mix. Which has meant our navigation has become a bit cluttered and customer feedback suggested people were finding it hard to get to the great new things EE is offering. We want My EE Web to be simple, personal and brilliant, where customers can come and easily find what they’re looking for and more.
We’ve conducted thorough user research, using data from analytics systems and also customer feedback to create a prototype – which we then tested with real users to validate our approach. The results proved that customers mainly used the landing page to navigate, so we’ve redesigned it with you in mind, giving you everything in one easy to digest view. The feedback from user testing has been fantastic, with customers finding it much easier to complete tasks vs the previous design.
Another change we've made is to the language. We were using internal wording to describe our menu items such as Manage Device, which doesn't really make sense to customers. So we have used more user friendly terms in the new layout. Our customers have grouped all of the features available in My EE and given them new names, when we tested this it performed so much better than today’s version.
We've really focused on you, the customers with the new landing page, but we realise that it's a big change. Therefore, we'll be making the change to a small percentage of accounts initially, but it would be great to encourage feedback on the community once it goes live so that we can fix any bugs that may occur and improve the design as we go. We have started with a small group as of last week and we will be rolling it out further as time goes on.
If you notice the changes and have any feedback or see any bugs, please share them in the comments below.
8 Comments
