Process Design

Valuable Process Design.

Save time in the customer journey and get to the next step quickly and correctly.

Put things in the right order.

Ask simple questions with clear answers.

Take the time to keep things short.

I removed the need for troubleshooting for over a quarter of customers.

“I don’t how you’ve done it but this is amazing work. We’ll be following your lead for every department.

Gary Wyatt. Head of Knowledge Management

The Essentials.

Keep it short by doing the most likely fix first. Make it easier to read and understand. Build process maps and decision trees with tenacity.

Be as efficient as possible. Making mistakes less likely for your users. Pleasing your staff and customers.

Simple Processes. Better Service

By understanding the process as a whole. By considering the order and writing style of the titles, headings, subheadings and the body copy, you can begin to reduce clicks.

I shorten the process with succinct copy and by reordering and combining content.

The Issue

Sky used to ask customers to complete full in home troubleshooting for Broadband and Phone line Technical calls. The order they did it in, and the way it was written was complex. The processes often weren’t followed.

Prioritise fixes that have the greatest benefit.

Over a quarter of Broadband and Talk troubleshooting calls result in an escalation to an Openreach engineer. This is powered by the results of a line test. Some results point to a fault on the network which means no troubleshooting for the customer.  Other results highlight a potential fault in the home.

By reordering the process to run the line test first we removed troubleshooting for over a quarter of customers.

If the test shows a fault in the home, we get to work on the rest of the process – on troubleshooting the fault. We ordered this by considering how likely a process is to resolve the problem, vs how difficult it is to complete.

Build empathy. Be lean.

We reduce frustration by easing the customer into troubleshooting – slowly building the complexity. This helps the agent build trust and improve the relationship. Balance this with doing the most likely fix first and we reduce the amount of time on the call. That’s the most pleasing part of all.


This project was the beginning of my work at Sky. Once the process was rewritten and approved by stakeholders we wrote training content; launched to a single team of respected agents for their approval. Constantly improved with their feedback. Trained the trainers in the UK, Ireland and India and launched across the estate.

Continued Development.

This began the journey to automation for Broadband and Talk troubleshooting. A sister project brought the line tests into the IVR (the telephone system). Now those calls could be escalated to Openreach without speaking to anyone. Within the usual hold time.

If troubleshooting was needed, the system presented the correct process, or filtered the options for potential fixes automatically. Simplifying the process for users. Which makes it more likely to be completed correctly. And speeds it all up.

The Result

By delighting the staff and stakeholders we set the seeds in motion for the same approach to be taken across all of the Help and Support content. Working closely with Subject Matter Experts, Content Authors and Product Owners.

You can:

  • Do things correctly in the shortest time possible.
  • Make it easier to read. This makes it easier to follow.
  • Reduce time to complete.
  • Increase first time resolution.
  • Reduce incorrect escalations.

By building and maintaining the proper ordering of things we give clear answers, build confidence, and save people time. That time adds up. We take up our time to make it correct and that saves time for thousands of people a day. Satisfying stuff!

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