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End-to-end UX copy to guide customers through finding out which Sky broadband they could get and through the installation and purchasing journey. Plus different functional and copy requirements for installation stage for both TV only customers and those taking TV, Broadband and Talk.

Challenges included:
The install page carried a lot of information:
Choosing an install date - with 2 needed for TV and broadband, with an explanation for why - plus the ability to watch on Sky Go after purchase.

I updated the page around big campaigns (like Black Friday) as people started calling to get earlier install dates than are offered online. I added messaging to let customers know the dates offered online were the earliest on offer.

There were also updates for lockdowns as engineers could no longer go into homes to install Sky TV. I wrote messaging for that and the ability to watch on the Sky Go app after purchase instead to mitigate loss of sales.

Another update was to signpost the re start of post-lockdown installation dates and the implementation of a covid safe badge and copy to reassure customers of safety measures. I had to make use of the intro copy for this covid information until a specific area could be developed to highlight this information better. It could only be used for TV install as broadband needed a BT engineer and we had no control over their safety measures. So it needed to be unique to the TV only journey.

Once installation began again, the messaging needed to be updated for sense, but to keep up reassurance, until going into people's homes was normalised again.