Category Case Studies

Case Study: MyAccount repairs journey

Quick Summary I worked to make improvements to THT’s self-service portal, MyAccount, to make reporting problems online much easier. My team and I identified areas with problems, facilitated workshops with customers and stakeholders, created prototypes and ran user testing sessions…

John Slater
January 11, 2022

Case Study: Simplifying navigation to improve customer engagement

Making changes to the THT navigation to improve user engagement with important content and reduce the number of telephone queries.

John Slater
August 31, 2021

Case Study: Making information easily accessible to increase leads

As part of a project for Laurus, the development arm of THT, time was spent looking at the website, more specifically the individual site development pages, and understanding what users needed to inform their decision and complete a lead generation…

John Slater
August 31, 2021

Case Study: Improving the returning e-commerce customer’s experience when using an EKM hosted shop

How two simple solutions increased the conversion rate of thousands of online shops and improved the experience for millions of returning customers.

John Slater
November 6, 2019

Case Study: Building EKM Analytics

How, as an agile squad, I helped build the EKM Analytics feature guided by user feedback and insights.

John Slater
November 6, 2019