Summary: I spent 10 months on-site at EE bolstering their design and experience capabilities. My role was to embed myself into their processes, quickly assimilate information and be a key driver in shaping the UX of their projects. My specific role was working on their "Cross Platform Customer Identity" project which covered a multitude of journeys:
Role: UX Designer
(requires EE account) https://id.ee.co.uk/id/personal-details
One of the main journeys I worked on at EE was the 'Identity Management' journey which allows the customer to alter their email address, first name, surname etc. If you have an EE acount you can access these flows on the live site by the following route:
High level flow
This was the highest level flow I used to frame a lot of meetings with senior EE stakeholders. It clearly showed exactly which areas of the site the UX would change on. In such a large organisation it was important to outline things like this very clearly, as there was no room for discrepencies in understanding.
The ID management journey was particularly complex as it had many moving parts to it. For example, we had to take the customer onto a different URL for parts of the journey as part of a broader transformation strategy to move away from legacy systems, which came with various SSO issues. We didn't want the user to feel like they'd been thrown into using another URL/site so we deliberately made this transition seamless, following the same UI/UX patterns etc, so as to not affect their mental model of where they were in the site.
I used different coloured borders below to outline when the user had to jump between the different platforms. Some screens were new, others existing (black and white), and others an amalgamation of the two (wires on top of existing designs).
Technical user flow
Defining the technical user journeys was critical to the success of a project. Getting sign-off early on allowed us to create a project delivery roadmap. I created these with a Lead Digital UX Architect and had regular reviews with EE's developers / Digital Architects twice a week to ensure everything was correct.
This particular flow was in reference to the "Registration and Activation" journey I outlined in the high level flow above.
Information Architecture restructure
The changes made to the post-authenticated UX states caused for a pre and post authentication IA change. Here's an Axure link to a prototype I made outlining the new pre-authenticated IA navigation states on mobile. It will only show if the browser is below a certain width.
Below we see the IA change where, amongst other things, I contextualised the entry points for Home / Mobile users, negating the need for a seperate Log In / Register section entirely.
To quickly get some ideas down on paper I drew these mockups for the 'ID Management' journey (I always design mobile first).
Wireframing came in a few different styles but this was the most common. To remain consistent with EE's UX processes, my wireframe documents generally consisted of screenshotted headers and background settings with any detailing done on top in standard wireframe format. These wireframes were then handed to EE's deveopers so needed to be 100% accurate and required detailed labelling (see right of image)
Created axure prototypes to allow for comprehensive user testing, including eye tracking. This allowed us to make some tweaks to the designs and flows to enhance the overall experience.
Please note due to the size of the project I created this Axure prototype alongside another Experience Designer