Shaw Communications App
15991
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Shaw Communications App

Category
Digital, Product, Strategy, UX, Web
About This Project

The Setup

Shaw was Canada’s largest telecom company, with more than five million customers. Competitors had caught up on network speed and coverage, so the network alone no longer set Shaw apart. The experience around it hadn’t kept pace: bills came on paper, help came over the phone, and customers had no single place to see and control what they paid for. Shaw needed to rethink how it engaged customers and hand them control of their home services.

What I Led

I led a multi-disciplinary design team that built MyShaw from the ground up, around three principles: simplicity, reliability and accessibility. We worked in two-week sprints, side by side with Shaw’s stakeholders and development teams, and took the app from first concept to launch inside a one-year roadmap. The work covered the full account experience: billing and payments, services and plans, parental controls and Wi-Fi, live streaming, support, and the moments that used to need a phone call, like moving house.

What We Delivered

One app for internet, TV and home phone:

  • Paperless eBills that explain what changed, payment in two taps, auto-pay and self-serve payment extensions.
  • Plans, packages and channel lineups that customers can change themselves.
  • Parental controls and a view of every device on the home Wi-Fi.
  • Live TV streaming.
  • A support hub with a video library, live chat with real agents, and outage alerts before customers have to ask.

Six weeks after launch, the app had passed 50,000 downloads, 23% of customers were paying their bill in the app, and support calls had dropped 30%.

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