Rogers · via Amdocs
Rogers - Telco Platform
Customer-facing billing across desktop, mobile and paper: six applications for one of Canada's largest carriers.
- 6 Applications designed
- 3 Channels Desktop, mobile and paper
- One System Consistent across every channel
- Billing Clarity Reduced customer-service dependency
The Brief
Context
Working within Amdocs' telco practice, I partnered with Rogers Canada to design six customer-facing applications, billing experiences that had to work consistently across desktop, mobile and printed paper bills.
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Responsibilities
- Design billing experiences across desktop, mobile and paper.
- Keep one coherent system across very different channels.
- Make charges and usage clear enough to cut support calls.
Designing for paper alongside screens is a discipline of its own: the same information has to stay clear whether a customer reads it on a phone or pulls a printed statement out of an envelope. Holding that consistency across six applications was central to the brief.
Discovery
One bill, three channels
I focused on where customers struggle most (reading and trusting their bills) and how that experience differs between a screen and a printed page.
- Mapped billing comprehension across channels.
- Found where dense data drove confusion and support calls.
Data Visualisation
Billing that explains itself
I improved billing data visualisation so customers could understand their charges and usage at a glance, reducing their dependency on customer service.
- Restructured billing into clearer, scannable layouts.
- Designed visualisations that worked on screen and in print.
- Reduced reliance on support to interpret accounts.
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A bill is a customer's most frequent, most scrutinised touchpoint with a carrier. Getting its hierarchy and visualisation right pays back constantly: fewer confused calls, more confident customers, and a more trusted brand.
Impact
Outcome
Six consistent, customer-facing applications across desktop, mobile and paper, with billing experiences designed to reduce support dependency.
- A coherent billing experience across three channels.
- Clearer data visualisation for everyday account tasks.
- Reduced customer-service dependency.