Product Designer senior
Orange is a famous french premium telecommunication brand. This project was initiated by the Orange Customer Relations Director, aiming to transform call centers through R&D and new technologies. In his words, the vision is to « bring the Orange store to the customer’s doorstep. » These changes aim to increase incident resolution rates, enhance customer satisfaction, and boost sales for the sales advisors. It is within this strategic context that I was engaged as an independent Ux/UI design consultant through an external provider.
The client access this 3D experience by clicking on a sms link sent by the advisor (Web3). He can manipulate 3D smartphones, and browse through several models, as he would do in an Orange shop.
Impact of the project
The impact of the designed solution is significant. Sales advisors who embrace the platform experience a remarkable 50% increase in sales compared to traditional oral phone interactions. On the Customer Service side, there is a notable improvement in problem resolution rates and speed for most issues. Both advisors and customers applaud the enhanced experience, citing improved understanding and increased engagement.
« It’s very different from a sales pitch where they call us to offer a new phone, but it’s completely abstract because we don’t see what it looks like… So, here, it’s closer to what happens when we’re in a store. »
Quote from Virginie 53 years old, during the user test about the 3D experience