Openreach call centre research
Openreach, a BT Group business, requested an intensive ethnographic study of their call centre process to reduce the time and resources needed to repair faults for customers. I spent a week in a Chester call centre modelling the different processes at work.
What I did
- Planning and running ethnographic field research
- Persona generation
- Scenario generation
- Mental model generation
I was assigned to a technical and business analysis team from within Openreach as the sole user researcher. I planned and implemented the research approach, ran interviews and observation sessions, as well as some basic usability testing and rapid prototyping.
My findings were delivered in a final report highlighting issues and recommending strategies for improvement.
Psst! Want to see some sample deliverables? Look over here.
Related projects
Smith & Nephew research
User research
