TELECOMS
Client
Sky is a telecoms and media company supporting “quad play” (phone, TV, broadband internet, mobile), targeting premium users. It has 22.5 million customers and 31,000 staff.
Program/Project
Introduce Natural Language Call Steering across all business lines.
My Role
User Interface Consultant/Mentor to the UI Design Lead, who was one of my direct reports.
My Responsibilities
Supported Lead UI Designer with preparation/presentation of Kick-off and Requirements workshop materials.
Mentored her with semantic tagging of c. 80,000 pilot and post-deployment caller utterances.
Acted as her wingman during several multi-day Tagging Review workshops with client staff, including Product Manager, Operations Managers, Business Analysts, SMEs for each functional area, and senior call center staff.Challenges & Opportunities
Exceptional but very demanding client, who aims to be “the best of the best”.
Sky had a very large stakeholder team, so workshops typically had 30-60 client attendees.
The UI Design Lead was very experienced, but this was her first Natural Language Call Steering project as Lead. Ultimately, she did a stellar job, and the client was delighted. Sky has since rolled out numerous system updates, all coordinated by the same designer.