In January, our client, Level 3 Communications announced their new customer portal: MyLevel3. We’re incredibly proud of this project, as our team worked closely with Level 3 to design and develop the portal completely based on customer research and feedback.
Level 3’s services help their customers keep pace with the demands of an increasingly networked world. This portal is a first point of contact for many of their customers’ interactions with the company, so Level 3 wanted to be sure it sets the stage for a positive customer service experience and helps shape its overall brand perception.
In order to most effectively meet customers’ needs, we gathered their input throughout the entire process – from concept, to prototype, to completion. Level 3 and EffectiveUI worked with Harris Interactive, a market research firm, to survey customers before the redesign process began, and then again after the new portal was complete. Harris conducted general customer surveys, while our team conducted one-on-one interviews and portal “walk-throughs.” Both sets of research helped us identify customer needs, desires and potential pain points, and ultimately directed us on how to make the portal the most useful.
Our design and development teams were involved throughout the customer insight process – standard practice for EffectiveUI in making sure that the entire team is focused on the customer’s goals. Based on the surveys and our in-person interviews we identified the best technology to meet customer needs (Adobe Flex 4) and overhauled the portal interface. We focused on providing easy access to details on billing summaries and call records, simplifying navigation and making critical information easy to find. But more importantly, we created a scalable, systems-approach solution which will grow with their company and with their users.
After the portal was complete, customers were surveyed again on their experience working with the new MyLevel3 portal. They said they will use the portal more frequently, as it will save them time, reduce stress and will make their jobs easier.
We talk a lot about the importance of iteration throughout the process of our projects, and we are excited that Level 3 agrees. The MyLevel3 portal asks customers for feedback, which we’ll collect on an ongoing basis, and will make changes to improve the overall experience as necessary.
Want to take a look? Here’s an interactive demo of the portal. Tell us what you think!