SFR - sfr.fr (EN)

Introduction

This express audit was done with SFR in spring 2017 while discussing UX issues the the teams.


SFR is a French telecom leader in Europe that counts more than 21 millions subscribers. The customer experience, the services, the message L'expérience, les services and the consistency in all their touch points must be excellent for team to reach all their customer bases.


SFR doesn't reinvent wheels, it's always the same basic need that’s addressed: communication, calling, talking with people. Their new offers is geared towards entertainment and information.


SFR has many touch points : phone, mobile app, website, classic communication / PR, TV, in store, etc. Technology is not the main thing what will get them new customers. Customer experience is.


This review was made by Laure Gabrielle Chatenet, Capian's CEO and proofread by Jean-Michel Lacroix.

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1

Logo

Description:

The SFR logo on the homepage is pixelated.

Recommendation:

Use SVG images to better handle all the different devices and sizes.

2

Menu / submenu

Description:

The menu and submenu are consistent throughout the site. The information well distributed and easy to read.

Recommendation:

Make sure to not rely on mouseovers since "mouses" don't exist on phones and tablets.

3

Branding

Description:

The end user doesn't need to know that a respected group like SFR uses an external search engine.

Recommendation:

Remove the mention of Google.

4

Control arrows

Description:

There's an arrow missing on the left side for consistency.

Recommendation:

Let the user navigate on both sides. They understand how carousel works and having only one arrow could confuse them.
5

Spacing

Description:

There's a lot of empty space on the bottom of the page.

Recommendation:

Decrease the spacing:

  1. Remove 20px before the image
  2. Remove 50px after the image
6

Central image

Description:

Logo readability and consistency is not great.

Recommendation:

  1. Move marketing images so they don't get in the way of the content.
  2. Put a background on the logos or tweak the image to make sure the background doesn't interfere while reading.
7

Hero logos

Description:

On smaller screens, the logos and texts disappear between the TV image.

Recommendation:

Make sure these image don't overlap. Text should be always be readable.

8

Logo

Description:

What are the differences between all these logos?

Recommendation:

The logos are not clickable, so the user can't learn about what they mean. A "service" section should be more appropriate.

9

Hero text

Description:

This text is impossible to read.

10

Special offer

Description:

We should think about how to better show the special offers so they stand out more.

11

Terminogogie

Description:

There is a lot of english words (for a French homepage).

Recommendation:

How will users react? Will they understand or be frustrated?

We'll make a more detailed audit for the next steps to cover UX, UI, copywriting and marketing.

There's also some display problems in the website. They are documented the other report sent to the technical teams.

Statistics – Severity distribution

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Statistics – URL distribution

Page URL Count
http://www.sfr.fr/# 6
https://www.sfr.fr/ 5

Report created with Capian