P003 → Rogers
Rogers Communications Inc. is a major telecom and media company offering wireless, cable, and internet services. It operates Canada's largest 5G network and provides customers with a range of connectivity and entertainment services.
Customer Profile
Senior leadership asked me to explore a more robust and flexible customer profile section within the Rogers app. The company was introducing new premium services to customers like Apple Music and Xbox Live and needed to find a self-serve method for primary account holders to extend permissions and access to family members.
Web Redesign
The Rogers website underwent a transformation project that involved rethinking everything from the information architecture to the shape and colour of the buttons. I led the effort with Rogers' internal design team and external digital agency '17 Seconds' to imagine a more responsive, accessible, personalized site for existing and new customers.
eCommerce Concept
Rogers wanted to increase revenue share through hardware and wireless plans in the app channel. Buy flows that included 'click and collect' functionality for pick up at retail stores were explored after research indicated that a big customer pain point was waiting for the device to be delivered.