Improving outage visibility and customer communication

Designed outage visibility and status experiences to help customers understand incidents, timelines, and next steps.

• Improved outage clarity

• Fewer support enquiries

Role:

Product Design, UX/UI Design, Design Systems

Belong

Year: 2024

Context
Outage communication was unclear and reactive, making it difficult for customers to understand what was happening, when it would be resolved, and what to do next.

Caption: Surfaces active outages with clear status and immediate visibility.

Problem
Customers lacked clear, timely visibility during outages, leading to confusion and increased support enquiries.

Approach
Designed proactive outage visibility across web and mobile, surfacing real-time status, timelines, and next steps directly within the customer account.

Displays outage details, timelines, and updates in a single, accessible view.

Outcome
Reduced support enquiries by improving clarity during outages, helping customers understand status, timelines, and next steps without contacting support.

Connected outages to individual customer services, showing impact at an account level.

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Testimonials

"Rod’s been responsible for a huge volume of Envato's product and marketing design over more than a decade creating beautiful visual campaigns that helped generate millions for our community."

Collis Taeed

Founder & CEO

Envato, Bright Moon Trust

"Rod’s been responsible for a huge volume of Envato's product and marketing design over more than a decade creating beautiful visual campaigns that helped generate millions for our community."

Collis Taeed

Founder & CEO

Envato, Bright Moon Trust

"Rod was fantastic to work with. He has an extremely creative and unique design approach which was consistently impressive. He's also fantastic to work with, bringing a fun energy to the team."