Customer Disconnection
Creating a user-friendly method for Belong customers to effortlessly disconnect their Belong nbn service.
Role: Product Designer
Duration: 8 months
Company: Belong
Industry: Telecommunications
98%
Disconnection requests met.
52.3%
Successful disconnections
29.3%
Discover & Define
When disconnecting a Belong nbn service, our customers express a desire for the freedom and flexibility to terminate their service at their convenience and through their preferred channel. They expect a straightforward and transparent process.
Design & Develop
The task at hand is to design and implement a system that allows customers to disconnect their Belong nbn service independently, through an online self-service experience, and with a straight-through order process.
Deliver & Measure
To meet the customers' expectations, we will develop and deploy an intuitive online platform that enables users to easily initiate the disconnection process. This platform will be user-friendly and transparent, providing clear instructions and information throughout the procedure. Additionally, we will streamline the order processing, eliminating unnecessary manual interventions, and optimizing the flow for quick and efficient handling.
Learning & Impact
By successfully creating an online self-service experience and implementing the straight-through order process, we anticipate a reduction in customer contact volume, as more customers will be able to disconnect their services independently. This efficiency will lead to operational savings, benefiting the company and contributing to overall customer satisfaction.
98%
Disconnection requests met.
52.3%
Successful disconnections
29.3%
Top reason relocation
