ABOUT

Sky Customer Hub during Black Friday 2020 campaign:
An iterative project to create a one-stop shop for all existing customers when logged in, built in collaboration with developers and designers.
- See at a glance what's in your Sky portfolio for TV and Broadband, with pop up links to show what's included.
- Sales pods for products available to the customer, with current offers highlighted, including an offer countdown.
- The ability to migrate from a legacy base pack and box to the latest base pack and Sky Q box.
- Accordion FAQs for greater clarity.
- Navigation to TV settings, billing and wider support sign-posted.

*Challenges included:*
- Making the same image work for each proposition, for desktop and mobile and for prospect and existing customer - and for different views within the existing customer journey (portfolio, sales and downgrade. The spaces were very small and narrow, even more so in the downgrades view, and challenging for shows - particularly those with multiple stars, who all needed to be in view.

- Screenshotting each view for stakeholder review after each change during sign off of campaign updates.

- Preview environments could be unstable and were also needed for testing all views, so I'd often find the previews that did work were pointing the wrong way for my needs and I'd need to have screenshots of everything, request a change towards the view I needed and/or manage stakeholders expectations. For this view I needed both preview and production to be able to check preview and for post release, the live view post publish.

- I built up a spreadsheet of test customer log ins to use to see views so that I could see specific portfolio, sales and downgrade content for each proposition. Test log ins for all the propositions were like gold dust, particularly for legacy products and could often be 'burned' meaning a tester had completed a purchase so was no longer available to use for that product and my spreadsheet needed updating!

- Two different sets of scrum teams, BAs and POs were working on different work streams in this area, at different stages, so I needed to coordinate content updates, sign off flows and release dates for each project and iteration of them .

- Balancing different requests from different POs for prospect/existing customer, where content was shared. Flagging where I could see there would be an issue, coming up with quick fix content solutions where needed for POs and communicating with developers to discuss longer term solutions.