Self-service Application for Substitute Caller ID
Design the user experience for online application of Substitute Caller ID
Type
Project walkthrough
Timeline
2022.6 - 2022.9
Application
Web application
Background
Customers would like to use their existing external numbers from other providers as their outbound caller ID for their company. But the process of converting external numbers into substitute caller ID is hidden and need help from customer support.
Goal
We want to create a new experience of entering external numbers and applying for substitute caller ID that is clear and self-service for admin customers.
Key Screens
In the new flow, everything is self-service. Manual works to call support again and again are saved.
Wizard of adding forwarded numbers/substitute caller IDs
Wizard of applying for Substitute Caller IDs
Results
By tracking the data, the success rate of finishing the flow and the usage of the self-service flow were both great.
87.48% admins entering the wizard successfully finished the process
387 companies successfully applied for the Substitute Caller ID orders
2022
Xiamen, Fujian