How a software design update helped AldiTalk cut support tickets by 16%
Client
ALDI TALK
Year
2025
Rebuilding the tariff tiles
Consumer self-care portal for a national telco. We rebuilt the plan/tariff tiles used for upgrades and plan changes—replacing repetitive cards with a clear, comparable grid.
Old tiles were repetitive and hard to compare (price/benefits formatted differently across cards).
No clear current vs. candidate distinction; users feared hidden changes (data cap, throttling, roaming).
Inconsistent components (design-system drift); poor mobile scan; accessibility gaps.
High “Which plan should I pick?” contact volume; plan-change completion lagged.
10-Day Clarity Review: identified confusion drivers; set KPIs (plan-change completion, support contact rate, ARPU on change).
Comparison-first tile model: standardized rows (flats, speed/throttle, roaming/EU)
Decision helpers: easy comparable groups, no mental overload, structured and clean design
System-aligned components: tokens, states, focus styles; WCAG 2.1 AA color/contrast; responsive grid for mobile scanning
Validation & instrumentation: hi-fi prototype, 8 user tests, event tracking
Easier Comparison, More Trust
With their new tariff site, the telco company achieved a much better user experience.
–16,3%
SUPPORT CHATS/CALLS ABOUT PLAN SELECTION
-13,8%
TIME-TO-DECISION (MEDIAN, MOBILE)
2%
ARPU ON SUCCESSFUL CHANGE EVENTS
Scope of Work
Project images are handled through multi-reference.
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Which allows your project pages to be highly adaptable.
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Add optional descriptions to explain your work.
Enhance your project showcases with tailored descriptions that provide context and highlight key aspects of your process. These optional text blocks let you emphasize specific features, explain challenges you overcame, or detail the results achieved for the client.
You can select ratios for your images.
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For example this image is using a 16:9 ratio.
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And this one is using a 4:3 ratio.
The classic 4:3 ratio offers a balanced frame for product photography, print work, and traditional layouts. This proportion provides more vertical space, making it ideal for packaging designs, book covers, and print materials.
You can even add a second image.
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