• Posted

TalkTalk’s New Community Receives Global Recognition

TalkTalk wanted to transform the experience of its user community, recognising that their help and experience was at the heart of its digital strategy for all customers. After focus groups and gathering data it decided it wanted to “provide its customers with an easy to use, vibrant, visually appealing, next generation, P2P support experience, accessible to everyone, anywhere on any device”.

Apparently its existing community hub was dated and wasn’t easy to read on a mobile. It was difficult for visitors to navigate and convert into members – and for members to update profiles and generally show what they could offer. There was also no way to reward ‘super users’ or those that went the extra mile in helping other customers solve their issues.

At the same time, TalkTalk’s brand identity was also being reinvented – although this was good news as it was a chance to bring a new personality the community, it also presented a new challenge. There were now just six weeks to design, build, test and launch a new community.

So TalkTalk was looking for a mobile first design that was both aesthetically pleasing but also incredibly functional.

Solution – a complete overhaul

With Ingelby’s guidance, TalkTalk decided it wanted to create a unique community experience. The existing community needed more than just a ‘lick of paint’; instead they had to start again from scratch.

Ingelby worked on creating an intuitive environment for new members that encouraged visitors to search for and discover content that would to inspire them to join. Once registered, members were introduced to support content and, after making their first post, more advanced features such as a profile wizard were promoted. This has now been enhanced, enabling members to showcase who they are, the great content they produce and help them to find likeminded individuals. Members are encouraged to complete their profiles with a series of badges – an idea that has led to a 30% increase in profile updates.

TalkTalk also had been nurturing is super users’ scheme. Ingelby created the Stars Hub, which aimed to give these valued and proactive customers their own space. The Hub acts as a home page for super users giving them access to a ‘private lounge’ and information such as how many hours they have helped each month.

Results – outstanding upturn in all engagements

Not only was the new community completed within the tight timeframe, it has also brought a highly positive response from both customers and employees alike. There are also some impressive stats to support this: from a 20% increase in registration conversion and a 57% rise in returning member engagement, to a 464% growth in mobile content creation and a mighty 682% surge in mobile search.

These figures all point the ongoing success of the project. And since completion, TalkTalk has won a sought-after Lithy award – from the software vendor Lithium Technologies – for Digital Design Excellence.

http://www.ingelby.com

Are Your Curtains About To Become Your Alarm Clock?

Are Your Curtains About To Become Your Alarm Clock?

The clocks go back this weekend in an attempt to lighten up those already dark mornings.  Waking up during the winter months is always challenging, with many choosing to hit...

News Crowdedbrain - avatar Crowdedbrain

Read more
Windows Undelete Tool Gets More Powerful: Auslogics File Recovery Receives an Update

Windows Undelete Tool Gets More Powerful: Auslogics File Recovery Receives an Update

Australian company Auslogics Software, a publisher of PC optimisation products, has just released a major update to its popular data undelete program File Recovery. The software offers powerful algorithms for...

News Crowdedbrain - avatar Crowdedbrain

Read more
Are Board Game Carpets The Future For Children's Bedrooms And Gamers Alike?

Are Board Game Carpets The Future For Children's Bedrooms And Gamers Alike?

An interiors specialist Hillarys (www.Hillarys.co.uk) has created a series of concept images based on what carpets of the future could offer up in terms of children’s bedroom interiors and gaming...

News Crowdedbrain - avatar Crowdedbrain

Read more
HUMAX unveils FVP-5000T Freeview Play Recorder

HUMAX unveils FVP-5000T Freeview Play Recorder

HUMAX has launched the FVP-5000T Freeview Play Recorder. This new HD TV recorder includes integrated Wi-Fi connectivity, delivering an extensive range of catch up and on demand content services. This is in...

News Crowdedbrain - avatar Crowdedbrain

Read more
Sphero launches new mini robotic ball

Sphero launches new mini robotic ball

Sphero has announced the release of Sphero Mini, a tiny app-enabled robotic ball. The tech-infused ball, about the same size as a standard ping pong ball, is derived from the tech...

News Crowdedbrain - avatar Crowdedbrain

Read more
New 27

New 27" Monitor from HANNspree offers affordable WQHD graphic computing

The new HQ272PPB supplements the HANNspree series of performance monitors. Offering affordable, high performance graphic computing in a desktop design, the new 27" HQ272PPB features; a WQHD resolution, HS-IPS and...

News Crowdedbrain - avatar Crowdedbrain

Read more