CREDO Mobile is a nationwide cell phone service provider. They are unique in their strong focus on mission. Since their founding in 1985, as Working Assets, they have raised over $65 million for nonprofit groups.
Webitects redesigned CREDO’s customer-facing account management website and conducted user research and usability testing to improve the call agent software for customer acquisition and service calls. We spent several days on-site, observing and interviewing call center agents while they were using existing tools.
Using the recorded agent interactions, we prototyped a radically more efficient workflow and information architecture. These projects have resulted in increased customer use of self-service tools and significant improvements to efficiency in the call center.« Back to Portfolio