Neurosciences Expertise for Bottom-Line Results | Case Study | www.netway.eu

1. MY HOME SECTION :
MAKING 43.000 LOST USERS HAPPY AGAIN !
1

2. CONTEXT
• Troubled “My Home” users : the last user tests
done on the “My Home” section highlighted several
problems for end users: users were getting lost in the
content, and had difficulties exploiting the available
info.
• Limiting the scope : changing the structure only
would enable to ensure a quick & efficient
implementation, as well as avoiding all the heavier
consequences of a “global” review. This phased
approach enables to pursue later with other, sepcific,
reviews : content review, design review, etc…
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3. SITUATION
• Leveraging the “Soho” benefits : the “Soho”
section had been completely reviewed recently
thanks to the new “user centric” methodology. The
“My Home” project leader believed the “My Home”
section could quite easily integrate the same
structure, as both section share similar contents.
• Ensure fast implementation : 2 months later a
new campaign was launched, so it was important to
be ready quickly with key improvements to the end-
user experience.
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4. MISSION
Analyse
Behavior
Define
Behavior
Ergonomic
analysing the Implement
Behavior
current structure, Check
identifying the Advising on the Implement the
lexical & semantical new structure, new structure in
problems, as well ensuring the site, Assess the
as the similarities & maximum including follow- benefits &
differences with the semantical up & quality business case
“SoHo”. coherence. check. achievements.
4

5. KEY RESULTS
• 43.000 users now find their way in the new structure,
representing a total value of approx.
350.000 € in cost reduction & avoidance.
• 18.000 extra users are willing to visit an Electrabel
service point, requesting the address of the nearier
service points. This represents approx. 140.000 € of
cost avoidance & reduction, as people do not have to
call for this anymore.
• 100% increase in the number of contract requests. On
400% increase in contract requests, 25% are
attributed to the new structure.
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7. ®
Do you want the same results ?
Contact us
Marc Van Rymenant Alain Dewispelaere
CEO & Founder Sales Director
+352 621 31 22 07 +352 621 31 22 04
marc@netway.eu alain@netway.eu
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9. Having the right elements is
not enough …
®
Simplifying interfaces. TM
except where otherwise noted, content on this presentation is
licensed under a Creative Commons Attribution 3.0 License