The goals for the redesign of the BT.com order journey were twofold:
- Reduce the number of orders online that failed to be completed by the users.
- Redesign the current journeys used by BT sales team so that we had one journey used by both sets of users, but with additional functionality provided to sales users.

The task was to ensure that new products and services could be ordered with ease by customers and sales staff. I came into the project at a point where the documentation was becoming unmanageable due to its sheer size. Furthermore, there were 3 designers each trying to annotate the same static MS Visio document which was leading to problems with versioning. The overhead of managing the documentation was slowing down the ability of designers to respond to the demands of development teams and the various product stakeholders given the project had a very aggressive release schedule.

My approach was as follows:
Firsty address the issues with the documentation and employ an agency worker to migrate the existing documentation into Axure and as a shared project using SVN to control the versioning. Working with a fellow UX designer and the development lead we created an annotation system to define which areas of the documentation was specific to each release.

Although the User Experience had to fit in with the existing framework, frequent visits to call centres allowed us to engage sales teams in the design. The feedback gleaned was used not only to validate the design but also to add weight to any discussions on the UX with the development leads. The result of the redesign led to significant cost savings in not having to maintain two order journeys and a 12% increase in completed orders. The work is still ongoing as new product and services are added but the documentation is now much easier to manage to the point where even copy writers can update sections quickly and easiliy.

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