Overview

In 2024, Spark NZ’s customer-facing channels were on a mission to reduce calls and wait times for customer help. Working with our call centre data analysts, we were able to identify the top recurring concerns received by their call centres.

A project team was assembled to put together a series of customer help videos that would empower customers to attempt to resolve their device issues before having to engage the call centres.

I volunteered to work on this project as I was looking to expand into motion graphics and animation. On my part, this project involved early-stage storyboarding, overseeing the production shoots, video editing, and motion graphics.

This project offered me some very good exposure to motion graphics and I was very pleased with the final videos produced. Following the release of this series of customer help videos, Spark NZ’s call centre reported a successful 17% reduction in customer calls of topic covered within these videos.

Role: Motion graphic designer, Video editor