The research phase for Telenor looked like this
Posted: Thu Feb 13, 2025 5:31 am
Reorganize or redesign 'Product support' and search engine
Integration of mega drop-down based on top tasks
Refine and prioritize visitor download tasks
Personalizing information (what did I last download or purchase?)
No more Flash: shorter loading times
Top tasks for specific target group at the top
Task-driven link text
Make scanning web pages easier
Mega drop-down: quick links and categories.
Task driven link names
Telenor improved outdated website with a lot of unclear content
Telenor.no had to deal with far too much content, unclear messages, and weak links between service, sales and marketing on their old website. Something had to change. The goals they set for the new website were:
Increase sales via the website
Reduce the number of service requests via email or telephone
Make web page management easier
First identify bottlenecks, wishes and needs
In order to achieve their objectives, Telenor first mapped out where the bottlenecks were and what the philippines telegram data top tasks of their customers were. The results of the task research also formed the basis for the improvement of their online service environment.
Use web statistics and telephone logs to prioritize the content of the online service environment.
These analyses also provided input to define possible tasks.
The top tasks were defined through an online survey.
The most important improvements within Telenor's online service environment
Here too, the website has been improved based on the task analysis. Not only has the navigation, link names and text been adjusted accordingly, but forms (such as the contact form for customer service) have also been made task-driven.
The points for improvement in a row:
Created new contact forms.
Telenor.no offers relevant suggestions on how to solve problems yourself: 80% of customers decided not to send an email to customer service.
Prioritize content and place important information in an easy-to-find place.
Integration of mega drop-down based on top tasks
Refine and prioritize visitor download tasks
Personalizing information (what did I last download or purchase?)
No more Flash: shorter loading times
Top tasks for specific target group at the top
Task-driven link text
Make scanning web pages easier
Mega drop-down: quick links and categories.
Task driven link names
Telenor improved outdated website with a lot of unclear content
Telenor.no had to deal with far too much content, unclear messages, and weak links between service, sales and marketing on their old website. Something had to change. The goals they set for the new website were:
Increase sales via the website
Reduce the number of service requests via email or telephone
Make web page management easier
First identify bottlenecks, wishes and needs
In order to achieve their objectives, Telenor first mapped out where the bottlenecks were and what the philippines telegram data top tasks of their customers were. The results of the task research also formed the basis for the improvement of their online service environment.
Use web statistics and telephone logs to prioritize the content of the online service environment.
These analyses also provided input to define possible tasks.
The top tasks were defined through an online survey.
The most important improvements within Telenor's online service environment
Here too, the website has been improved based on the task analysis. Not only has the navigation, link names and text been adjusted accordingly, but forms (such as the contact form for customer service) have also been made task-driven.
The points for improvement in a row:
Created new contact forms.
Telenor.no offers relevant suggestions on how to solve problems yourself: 80% of customers decided not to send an email to customer service.
Prioritize content and place important information in an easy-to-find place.