Five case studies from roles Matthaios Mantzios held before and alongside UXellence: telecom, pay-TV, retail, digital identity, and a UX practice serving higher education and the public sector, from large platforms to everyday self-service. Client names and project details are covered by non-disclosure agreements, except in the one case that names four public sites.
Telecom · TV · Mobile · Retail
One telecom group ran four different businesses online: fixed-line and internet, TV, a mobile operator and an electronics retail chain. Matthaios led the creation of ote.gr and otetv.gr and the design of cosmote.gr and germanos.gr. The new ote.gr won gold in Redesign – Relaunch at the e-volution awards 2014 (ceremony in December 2013).
Telecom · Digital identity
A telecom group's customers could need a separate account for each website and app. Matthaios owned the product that replaced them with one login, which grew past 5 million accounts and hundreds of thousands of sign-ins a day.
Telecom · Brand merge
Two brands became one, and the group's digital interfaces, logins and saved bills had to move across without breaking. The merge finished on time and on budget, and satisfaction with the group's websites reached an all-time high of 94%.
Self-service · Billing
The call center's records showed why customers phoned about their bills, and those reasons decided what to fix. Online payment reached 90% satisfaction, and overdue payments went down 40%.
UX practice · Design leadership
An engineering-led company had no UX practice. Matthaios built one: a team of about ten, a delivery process with senior review, and quarterly quality audits of the team's work.
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