Design Portfolio of Joseph Agresta | Shaw Communications App
15991
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Shaw Communications App

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

Shaw Communications, Canada’s largest telecommunications company which provides telephone, internet, television, and mobile services largest carrier with over 5 million customers, had a problem. In recent years, competitors began chipping away at their position by evening the playing fields of network performance and coverage. To differentiate themselves once more, Shaw needed to rethink how they engaged their customers and allow them to take control of their digital ecosystem.

Business Goals:
  • Digital transformation; keep up with competitors
  • Create a best-in-class customer service experience
  • Streamline customer payment processes through paperless billing

 

User Goals:
  • Allow users to take control of their own Shaw experience
  • Build more personalized service recommendations and selections
  • Add value for users through live streaming content

 

The How

I led a multi-disciplinary design team that built the MyShaw experience from the ground up; crafting an experience based on the principles of simplicity, reliability and accessibility. During each of the two-week sprints, we collaborated and co-located with client stakeholders and development teams, leading to the app launch and development inside of a 1-year roadmap.

After only 6 weeks from initial launch:
  • 50,000+ downloads
  • 23% of customers used in-app bill pay
  • 30% decrease in customer support calls

 

Main Sections

My Profile
Account information
Moving

My Services
Packages & Plans
Channels & Restrictions
Usage
Devices & Control
Shop
Watch

My Bills
Balance information
Auto payments

Help & Support
Comprehensive video library
Chat features