playbook design
Digital Experience Playbook
Digital Playbook for Consistent and Seamless User Experience Across All Channels
industry
Telecommunications
company size
10,000+
timeline
2019 (6 months)
We partnered with Globe at Home to create a playbook with guidelines for delivering seamless user experiences across all their digital channels. This consulting project involved assessing the customer service challenges at Globe at Home and developing a playbook to address them. Our team took charge of the research, design, and content creation. Building on the playbook, we then designed a digital customer service platform to bring these concepts to life and show how they could be implemented effectively.
role
I led the research, content, design, and illustrations for the chapters on Emotional Design and Gamification. Additionally, I handled the design and illustrations for the chapters on Service Transparency and the Glossary. I had the pleasure of collaborating with the talented team at Frost Design and Consulting to bring this playbook to life.
problem
One of the biggest pain points of the customers is having the hotline as the sole channel for customer support.
It could be highly frustrating and anxiety-inducing for the customers - a customer may wait for 30 minutes just to get into the line with an agent.At this current digital age, people's attention span keep on getting shorter, and this stresses the importance of a good user experience by understanding them, knowing when to be there when they need you the most.
Create a playbook with clear guidelines for delivering seamless user experiences across all digital channels.
Designed for use by all employees in the digital channels, the playbook is visually engaging and easy to navigate, with summary pages that allow for quick reference on the go.
Our team put a lot of effort into transforming this into an illustrated playbook. This 200+ page playbook is beautifully designed and fully illustrated, with every page thoughtfully crafted. As much as possible, we want everything to be visual and easy to read.
Emotional Design
Gamification
Gamification
Gamification
Gamification
Service Transparency
Writing for experience
