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SKY Germany

Optimizing messaging during wait time within Customer Service Interactive Voice Response System

Project Details

Client: SKY Germany

Date: February 2017

Online: SKY.de

The project aim was to optimize SKY's Interactive Voice Response (IVR) system to help promote self care through their online E-Care platforms. After extensive research regarding ideal IVR environments, customer satisfaction surveys and effective marketing through personal persuasion we concluded with a very simple and cost-effective approach to optimizing SKY's IVR messaging.
NOTE: This project was conducted through a Macromedia University's master's program under NDA. For further information please contact me.

Tasks included: Design research. Storyboarding. Scripting. Prototyping.