Bell UX Case Study
Improving the digital experience for Bell’s services.
Overview:
Bell wanted to streamline their digital platforms to improve accessibility, navigation, and overall customer satisfaction. The challenge was to unify the experience across multiple devices and services while keeping it simple for all user types.
My Role:
UX Research & Information Architecture
Wireframing & Prototyping
UI Design & Design System Integration
Process Highlights:
Conducted user interviews to identify common pain points in account management.
Redesigned navigation for quicker access to core actions like bill payments and service upgrades.
Improved accessibility compliance with WCAG 2.1 standards.
Outcome:
Reduced customer service calls related to billing issues by 22% within the first 3 months post-launch.