Waste Management
Customer Portal
The Ask
Design an easy to use web application that allowed customers to manage their account and pay their bill online.
The Research
Going into this project we had a ton of information about our customers. This allowed us to surface many of the most accessed parts of their account management so they could quickly view holiday schedules, pick-up times and request additonal services.
We also simplified the payment process for single and multiple premise accounts.
The Approach
Throughout the duration of the project, we had access to a customer group that allowed us to test, iterate and validate our assumptions. This allowed us to help fine-tune the multiple premise and account use cases and make it a seamless and intuitive experience.
Careful consideration was also given to the mobile as we knew our audience was heavily reliant on the MyWM portal when on the go. This helped us prioritize the information architecture and surface the most significant aspects of MyWM.
The Result
Results were amazing as we were able to reduce call volume by 23% and increase customer satisfaction via NPS scoring by 38% in the first few months of launch.
