Swisscom is the leading telecommunications company in Switzerland. The company offers all the benefits of a modern communications service provider like Internet, TV, landline and mobile phone services. Swisscom's target group are private and business customers. As one of the largest companies in Switzerland, Swisscom employs almost 20.000 people.
Support is a key topic for Swisscom because obviously it is very important that everything works and the customers are satisfied. All of the support calls are recorded and handled by the support center staff with the help of a special software.
Before reprogramming their support software from scratch, Swisscom wanted to find out more about the work processes of their support staff and identify possible usability problems occurring during the usage of their software. The software manufacturer contacted usability.de to find answers to these questions. The main goal was to find out how the staff exactly operates the software and what their working environment looks like, with the intention of using these insights during the development of their next generation support software.
To gain insights into the daily working routine of the Swisscom support staff, usability.de conducted several contextual inquiries in Swisscom's support center in Zurich. The collected and ranked results were visualized in five representative personas that show how these fictional characters would use the support system and what mindset they are in.