ACT Case study
ACT Case study
ACT Case study
Duration
March 2023 - July 2023
Domain
Telecommunications
My role
Sr. UX Designer
About
ACT Fibernet is a prominent broadband service provider that offers high-speed internet connectivity across various regions. To provide its customers with a seamless digital experience, ACT Fibernet decided to develop a mobile application, the ACT app. This case study focuses on how ACT Fibernet successfully enhanced user engagement on its app through various strategic initiatives.
Goals for the revamp
Embarking on the epic adventure of the grand revamp, our mission is to sprinkle some magical pizzazz and sprinkle a generous dose of awesomeness across the board!
Improve user engagement by leveraging cross-selling techniques, promoting new products, and offering value-added services to enhance the overall user experience and increase user engagement time.
Improve user engagement by leveraging cross-selling techniques, promoting new products, and offering value-added services to enhance the overall user experience and increase user engagement time.
Enable discoverability of individual features like Wi-Fi analyzer, camera products, and expanded services beyond broadband, educating users about app expectations regarding Wi-Fi, routers, more products and services.
Presenting the ACT brand in a way that aligns with the users' cultural backgrounds, language preferences, and accustomed visual styles to create a more relatable and engaging experience, taking into account various stakeholders.
Gain insights into customer expectations by assessing users' existing mental models in order to deliver valuable experiences that meet their needs and preferences.
Ensure the app is modular and flexible to accommodate seamless scaling and integration of upcoming features.
How did we go about it?
User research insights
Confusion, concerns and a lack of guidance/assistance make for a cold start to the user’s onboarding experience.
There is a lack of options for users which reduces their flexibility and agility to deploy methods that they think will get them to resolve their issues at the earliest.
The intuitiveness of the payment flow is a hit or a miss. The lack of trust, transparency and feedback make users resort to other methods for making payments.
The ambiguity around claims for CRP, concerns around data privacy and benefits not justifying for the effort, users conveniently rely on Word of mouth.
The ambiguity around claims for CRP, concerns around data privacy and benefits not justifying for the effort, users conveniently rely on Word of mouth.
Experiences shared by the users
“I was expecting to see a homepage that could be something to get started or tell me what's available on the platform”
- Prospect flow
“If I choose the one month plan, it doesn’t say anything about the set up cost, I am unaware of how the set up would happen. What would be the cost for that?.....with Airtel I had received a free router and free installation, not sure why there is a router as an offer? Will they charge me for the router if I choose the netflix plan?”
- Payment and billing
“I was easily able to locate the support feature but there’s only one way to resolve my issue, what do I do if my issue does not match with the options I have here? I’ll have to reach out to the cx support separately”
- Support and chat
Behind the curtain
Embarking on the epic adventure of the grand revamp, our mission is to sprinkle some magical pizzazz and sprinkle a generous dose of awesomeness across the board!
Design recommendations
We recommended moving ahead with a design direction that is both reflective of the values espoused by ACT, and in tune with the aspirations of its target audience.
PERSONALISATION
Personalisation can be provided by including user specific content, that is adapted according to user behaviour and environment. Including aspects such as ‘Rewards for You’ and ‘You might also like’. This encourages the user to keeping engaging with the app to receive more of such recommendations.
USER CONTROL AND FREEDOM
Providing user with control and freedom leads to user satisfaction, especially by providing features like service management and device management, in terms of giving the user the freedom to add, remove or change their services directly and seamlessly along with the ability to manage device connections.
BUILD USER TRUST
Building user trust is an important aspect for user retention. By helping the user believe in the security and privacy as well as the services being provided to them, helps in making them loyal customers.
Aspects such as secure log in (like finger/face scan) and effective customer support will build on the user’s trust.
INTERACTION & INCENTIVIZATION
Aspects of interaction and incentivization will lead to a build up on user engagement.
Features like gamification, point and rewards system for loyal customers, and providing users with relevant offers and benefits, will increase user interaction and engagement within the app.
Stakeholder's feedback
Due to the readiness of the backend system, the design process is supposed to be built upon it. However, due to time constraints, backend data limitations, and specific API considerations, we will have to prioritize and remove certain features, such as gamification, integrated wallets, games, loyalty point-based features, and more, in order to align with the available resources and deliver within the given timeframe.
Structuring the information
Developing the IA provided a systematic framework to organise and categorise content, creating a clear and intuitive structure for user navigation. It also facilitated collaboration among stakeholder, ensuring a shared understanding of the information structure and its purpose.
Information Architecture V. 1.0
Information Architecture V. 2.0
Explore section added to the bottom navigation.
During the wireframing process, we made IA-level edits such as enhancing the discoverability of the "Explore" feature. This change was driven by the need to align the marketing strategy with the revamp, as the goal was to provide users with more interactive and diverse perspectives, beyond just the Internet Service Provider (ISP) aspect.
Overall, starting with the design phase allows us to present a more comprehensive and coherent rationale for our design choices, making it easier for stakeholders to understand and support the proposed changes.
Let’s get started with the screens!
Now, let's delve into the visuals and explore the rationale behind our design choices, backed by the insights we have gathered.
Onboarding screens
We've streamlined the sign-up process, eliminating the hassle of lengthy OTP verification. Our personalized onboarding ensures users feel valued from the start. Extended trivia engagement enhances retention, while showcasing ACT's advantages builds anticipation for users to explore and benefit from our platform.
We enhanced the onboarding process by improving the main plan listing and details page. Our goal was to align the features, such as sort and filter options, with the users' requirements and preferences. This approach aimed to minimize user effort and facilitate easy recall of information.
We introduced a plan suggestor that directly caters to the user's needs and preferences. In addition, the plan cards were designed to highlight the extra benefits and bundles offered with the plans. This strategy aimed to promote and cross-sell products and various other offerings provided by ACT.
Homepage
Our homepage provides interactive challenges promote engagement and knowledge retention, while highlighting ACT's unique advantages generates anticipation for users to explore and benefit from ACT’s platform.
To enhance user engagement and promote ACT's new products and value-added services, we incorporated various elements into the homepage, like sections on games, popular products and upcoming offline events.
The homepage aimed to increase discoverability of ACT's features and services while educating users on why ACT is their best choice, using sections like quick links, popular products, videos, and blogs.
The homepage was thoughtfully designed to ensure scalability and flexibility, allowing seamless integration of future additions and features into the app.
ACT's brand identity was incorporated into the application through user testimonials, promoting it as a user focused and reliable application.
Service and Billing flow
We've transformed the billing and service experience, ensuring clarity, transparency, and convenience for our users. By optimizing the flow, offering comprehensive payment options, and providing real-time updates, we've enhanced user trust and satisfaction. Our commitment to delivering a seamless experience is evident through improved invoice descriptions and a dedicated success page.
The primary focus of modules such as service management and billing was to ensure minimal user effort and easy recall. This was particularly important for actions such as managing plans and add-ons, as well as making and tracking bill payments.
Another key aspect was to focus on discoverability of some important actions like paying for other accounts and viewing transaction history. From a business perspective, efforts were made to encourage users to explore and acquire additional add-ons.
Customer support
Being the most important flow for the ACT team, we gathered the research insights from what the users mentioned during the interviews and came out as ACT team currently doesn’t give enough control to the users. We focused on bringing a lot of self-helping features making users and the ACT team lives easier. Main goal was also to reduce the ticket generation from the users end.
In the help section, our efforts were directed towards ensuring discoverability and accessibility of support services. This involved providing features such as ticket tracking, a chatbot, and an FAQ section to users with minimal effort and easy accessibility.
The structure of the help section is tailored to accommodate the specific needs and preferences of users based on the type of support they require. This includes features such as a chatbot, FAQs, videos, and blogs, designed to provide comprehensive assistance.
Account Management
The goal of the account management was make it intuitive and easy for the users to switch from the one account to other. Created multiple iterations but need to cater the backend APIs and all the system that is existing.
With the account management module and hamburger menu, our objective was to minimize user effort and enhance accessibility by enabling easy account switching.
In addition, we designed the hamburger menu to have a modular and flexible structure, ensuring its ability to accommodate scaling and seamless integration of future features.
Learnings and next steps..
Extensive collaboration took place with the development team to grasp the API-level modifications and backend system. The flows and modules relied heavily on constant interdependence with the dev team. Cross-functional collaboration was crucial and a significant learning experience.
We took into account the system, online and offline experiences for users, considering the domain of an Internet service provider. This approach allowed us to understand various aspects of marketing and service provision to users, encompassing their entire user experience.
Through collaboration with the client, we gained insight into their business revenue model. This understanding guided us in making specific adjustments to service plans and overall business perspectives.
To prioritize active user retention and align with business goals, the platform focused on incorporating user engagement and interaction. This involved offering compelling features, personalized recommendations, fostering social interaction, and continuously optimizing the platform based on user insights. By creating an immersive and interactive experience, the platform aimed to retain existing users and attract new ones.
NEXT STEPS: Phase 2 will primarily concentrate on enhancing the gamification aspect and increasing interactivity in the app by introducing new features and services offered by ACT. Additionally, we have developed designs for the upcoming phase, where the ACT team will focus on optimizing and updating their backend system to align with the new phase.
Duration
March 2023 - July 2023
Domain
Telecommunications
My role
Sr. UX Designer
About
ACT Fibernet is a prominent broadband service provider that offers high-speed internet connectivity across various regions. To provide its customers with a seamless digital experience, ACT Fibernet decided to develop a mobile application, the ACT app. This case study focuses on how ACT Fibernet successfully enhanced user engagement on its app through various strategic initiatives.
Goals for the revamp
Embarking on the epic adventure of the grand revamp, our mission is to sprinkle some magical pizzazz and sprinkle a generous dose of awesomeness across the board!
Improve user engagement by leveraging cross-selling techniques, promoting new products, and offering value-added services to enhance the overall user experience and increase user engagement time.
Improve user engagement by leveraging cross-selling techniques, promoting new products, and offering value-added services to enhance the overall user experience and increase user engagement time.
Enable discoverability of individual features like Wi-Fi analyzer, camera products, and expanded services beyond broadband, educating users about app expectations regarding Wi-Fi, routers, more products and services.
Presenting the ACT brand in a way that aligns with the users' cultural backgrounds, language preferences, and accustomed visual styles to create a more relatable and engaging experience, taking into account various stakeholders.
Gain insights into customer expectations by assessing users' existing mental models in order to deliver valuable experiences that meet their needs and preferences.
Ensure the app is modular and flexible to accommodate seamless scaling and integration of upcoming features.
How did we go about it?
User research insights
Confusion, concerns and a lack of guidance/assistance make for a cold start to the user’s onboarding experience.
There is a lack of options for users which reduces their flexibility and agility to deploy methods that they think will get them to resolve their issues at the earliest.
The intuitiveness of the payment flow is a hit or a miss. The lack of trust, transparency and feedback make users resort to other methods for making payments.
The ambiguity around claims for CRP, concerns around data privacy and benefits not justifying for the effort, users conveniently rely on Word of mouth.
The ambiguity around claims for CRP, concerns around data privacy and benefits not justifying for the effort, users conveniently rely on Word of mouth.
Experiences shared by the users
“I was expecting to see a homepage that could be something to get started or tell me what's available on the platform”
- Prospect flow
“If I choose the one month plan, it doesn’t say anything about the set up cost, I am unaware of how the set up would happen. What would be the cost for that?.....with Airtel I had received a free router and free installation, not sure why there is a router as an offer? Will they charge me for the router if I choose the netflix plan?”
- Payment and billing
“I was easily able to locate the support feature but there’s only one way to resolve my issue, what do I do if my issue does not match with the options I have here? I’ll have to reach out to the cx support separately”
- Support and chat
Behind the curtain
Embarking on the epic adventure of the grand revamp, our mission is to sprinkle some magical pizzazz and sprinkle a generous dose of awesomeness across the board!
Design recommendations
We recommended moving ahead with a design direction that is both reflective of the values espoused by ACT, and in tune with the aspirations of its target audience.
PERSONALISATION
Personalisation can be provided by including user specific content, that is adapted according to user behaviour and environment. Including aspects such as ‘Rewards for You’ and ‘You might also like’. This encourages the user to keeping engaging with the app to receive more of such recommendations.
USER CONTROL AND FREEDOM
Providing user with control and freedom leads to user satisfaction, especially by providing features like service management and device management, in terms of giving the user the freedom to add, remove or change their services directly and seamlessly along with the ability to manage device connections.
BUILD USER TRUST
Building user trust is an important aspect for user retention. By helping the user believe in the security and privacy as well as the services being provided to them, helps in making them loyal customers.
Aspects such as secure log in (like finger/face scan) and effective customer support will build on the user’s trust.
INTERACTION & INCENTIVIZATION
Aspects of interaction and incentivization will lead to a build up on user engagement.
Features like gamification, point and rewards system for loyal customers, and providing users with relevant offers and benefits, will increase user interaction and engagement within the app.
Stakeholder's feedback
Due to the readiness of the backend system, the design process is supposed to be built upon it. However, due to time constraints, backend data limitations, and specific API considerations, we will have to prioritize and remove certain features, such as gamification, integrated wallets, games, loyalty point-based features, and more, in order to align with the available resources and deliver within the given timeframe.
Structuring the information
Developing the IA provided a systematic framework to organise and categorise content, creating a clear and intuitive structure for user navigation. It also facilitated collaboration among stakeholder, ensuring a shared understanding of the information structure and its purpose.
Information Architecture V. 1.0
Information Architecture V. 2.0
Explore section added to the bottom navigation.
During the wireframing process, we made IA-level edits such as enhancing the discoverability of the "Explore" feature. This change was driven by the need to align the marketing strategy with the revamp, as the goal was to provide users with more interactive and diverse perspectives, beyond just the Internet Service Provider (ISP) aspect.
Overall, starting with the design phase allows us to present a more comprehensive and coherent rationale for our design choices, making it easier for stakeholders to understand and support the proposed changes.
Let’s get started with the screens!
Now, let's delve into the visuals and explore the rationale behind our design choices, backed by the insights we have gathered.
Onboarding screens
We've streamlined the sign-up process, eliminating the hassle of lengthy OTP verification. Our personalized onboarding ensures users feel valued from the start. Extended trivia engagement enhances retention, while showcasing ACT's advantages builds anticipation for users to explore and benefit from our platform.
We enhanced the onboarding process by improving the main plan listing and details page. Our goal was to align the features, such as sort and filter options, with the users' requirements and preferences. This approach aimed to minimize user effort and facilitate easy recall of information.
We introduced a plan suggestor that directly caters to the user's needs and preferences. In addition, the plan cards were designed to highlight the extra benefits and bundles offered with the plans. This strategy aimed to promote and cross-sell products and various other offerings provided by ACT.
Homepage
Our homepage provides interactive challenges promote engagement and knowledge retention, while highlighting ACT's unique advantages generates anticipation for users to explore and benefit from ACT’s platform.
To enhance user engagement and promote ACT's new products and value-added services, we incorporated various elements into the homepage, like sections on games, popular products and upcoming offline events.
The homepage aimed to increase discoverability of ACT's features and services while educating users on why ACT is their best choice, using sections like quick links, popular products, videos, and blogs.
The homepage was thoughtfully designed to ensure scalability and flexibility, allowing seamless integration of future additions and features into the app.
ACT's brand identity was incorporated into the application through user testimonials, promoting it as a user focused and reliable application.
Service and Billing flow
We've transformed the billing and service experience, ensuring clarity, transparency, and convenience for our users. By optimizing the flow, offering comprehensive payment options, and providing real-time updates, we've enhanced user trust and satisfaction. Our commitment to delivering a seamless experience is evident through improved invoice descriptions and a dedicated success page.
The primary focus of modules such as service management and billing was to ensure minimal user effort and easy recall. This was particularly important for actions such as managing plans and add-ons, as well as making and tracking bill payments.
Another key aspect was to focus on discoverability of some important actions like paying for other accounts and viewing transaction history. From a business perspective, efforts were made to encourage users to explore and acquire additional add-ons.
Customer support
Being the most important flow for the ACT team, we gathered the research insights from what the users mentioned during the interviews and came out as ACT team currently doesn’t give enough control to the users. We focused on bringing a lot of self-helping features making users and the ACT team lives easier. Main goal was also to reduce the ticket generation from the users end.
In the help section, our efforts were directed towards ensuring discoverability and accessibility of support services. This involved providing features such as ticket tracking, a chatbot, and an FAQ section to users with minimal effort and easy accessibility.
The structure of the help section is tailored to accommodate the specific needs and preferences of users based on the type of support they require. This includes features such as a chatbot, FAQs, videos, and blogs, designed to provide comprehensive assistance.
Account Management
The goal of the account management was make it intuitive and easy for the users to switch from the one account to other. Created multiple iterations but need to cater the backend APIs and all the system that is existing.
With the account management module and hamburger menu, our objective was to minimize user effort and enhance accessibility by enabling easy account switching.
In addition, we designed the hamburger menu to have a modular and flexible structure, ensuring its ability to accommodate scaling and seamless integration of future features.
Learnings and next steps..
Extensive collaboration took place with the development team to grasp the API-level modifications and backend system. The flows and modules relied heavily on constant interdependence with the dev team. Cross-functional collaboration was crucial and a significant learning experience.
We took into account the system, online and offline experiences for users, considering the domain of an Internet service provider. This approach allowed us to understand various aspects of marketing and service provision to users, encompassing their entire user experience.
Through collaboration with the client, we gained insight into their business revenue model. This understanding guided us in making specific adjustments to service plans and overall business perspectives.
To prioritize active user retention and align with business goals, the platform focused on incorporating user engagement and interaction. This involved offering compelling features, personalized recommendations, fostering social interaction, and continuously optimizing the platform based on user insights. By creating an immersive and interactive experience, the platform aimed to retain existing users and attract new ones.
NEXT STEPS: Phase 2 will primarily concentrate on enhancing the gamification aspect and increasing interactivity in the app by introducing new features and services offered by ACT. Additionally, we have developed designs for the upcoming phase, where the ACT team will focus on optimizing and updating their backend system to align with the new phase.
Duration
March 2023 - July 2023
Domain
Telecommunications
My role
Sr. UX Designer
About
ACT Fibernet is a prominent broadband service provider that offers high-speed internet connectivity across various regions. To provide its customers with a seamless digital experience, ACT Fibernet decided to develop a mobile application, the ACT app. This case study focuses on how ACT Fibernet successfully enhanced user engagement on its app through various strategic initiatives.
Goals for the revamp
Embarking on the epic adventure of the grand revamp, our mission is to sprinkle some magical pizzazz and sprinkle a generous dose of awesomeness across the board!
Improve user engagement by leveraging cross-selling techniques, promoting new products, and offering value-added services to enhance the overall user experience and increase user engagement time.
Improve user engagement by leveraging cross-selling techniques, promoting new products, and offering value-added services to enhance the overall user experience and increase user engagement time.
Enable discoverability of individual features like Wi-Fi analyzer, camera products, and expanded services beyond broadband, educating users about app expectations regarding Wi-Fi, routers, more products and services.
Presenting the ACT brand in a way that aligns with the users' cultural backgrounds, language preferences, and accustomed visual styles to create a more relatable and engaging experience, taking into account various stakeholders.
Gain insights into customer expectations by assessing users' existing mental models in order to deliver valuable experiences that meet their needs and preferences.
Ensure the app is modular and flexible to accommodate seamless scaling and integration of upcoming features.
How did we go about it?
User research insights
Confusion, concerns and a lack of guidance/assistance make for a cold start to the user’s onboarding experience.
There is a lack of options for users which reduces their flexibility and agility to deploy methods that they think will get them to resolve their issues at the earliest.
The intuitiveness of the payment flow is a hit or a miss. The lack of trust, transparency and feedback make users resort to other methods for making payments.
The ambiguity around claims for CRP, concerns around data privacy and benefits not justifying for the effort, users conveniently rely on Word of mouth.
The ambiguity around claims for CRP, concerns around data privacy and benefits not justifying for the effort, users conveniently rely on Word of mouth.
Experiences shared by the users
“I was expecting to see a homepage that could be something to get started or tell me what's available on the platform”
- Prospect flow
“If I choose the one month plan, it doesn’t say anything about the set up cost, I am unaware of how the set up would happen. What would be the cost for that?.....with Airtel I had received a free router and free installation, not sure why there is a router as an offer? Will they charge me for the router if I choose the netflix plan?”
- Payment and billing
“I was easily able to locate the support feature but there’s only one way to resolve my issue, what do I do if my issue does not match with the options I have here? I’ll have to reach out to the cx support separately”
- Support and chat
Behind the curtain
Embarking on the epic adventure of the grand revamp, our mission is to sprinkle some magical pizzazz and sprinkle a generous dose of awesomeness across the board!
Design recommendations
We recommended moving ahead with a design direction that is both reflective of the values espoused by ACT, and in tune with the aspirations of its target audience.
PERSONALISATION
Personalisation can be provided by including user specific content, that is adapted according to user behaviour and environment. Including aspects such as ‘Rewards for You’ and ‘You might also like’. This encourages the user to keeping engaging with the app to receive more of such recommendations.
USER CONTROL AND FREEDOM
Providing user with control and freedom leads to user satisfaction, especially by providing features like service management and device management, in terms of giving the user the freedom to add, remove or change their services directly and seamlessly along with the ability to manage device connections.
BUILD USER TRUST
Building user trust is an important aspect for user retention. By helping the user believe in the security and privacy as well as the services being provided to them, helps in making them loyal customers.
Aspects such as secure log in (like finger/face scan) and effective customer support will build on the user’s trust.
INTERACTION & INCENTIVIZATION
Aspects of interaction and incentivization will lead to a build up on user engagement.
Features like gamification, point and rewards system for loyal customers, and providing users with relevant offers and benefits, will increase user interaction and engagement within the app.
Stakeholder's feedback
Due to the readiness of the backend system, the design process is supposed to be built upon it. However, due to time constraints, backend data limitations, and specific API considerations, we will have to prioritize and remove certain features, such as gamification, integrated wallets, games, loyalty point-based features, and more, in order to align with the available resources and deliver within the given timeframe.
Structuring the information
Developing the IA provided a systematic framework to organise and categorise content, creating a clear and intuitive structure for user navigation. It also facilitated collaboration among stakeholder, ensuring a shared understanding of the information structure and its purpose.
Information Architecture V. 1.0
Information Architecture V. 2.0
Explore section added to the bottom navigation.
During the wireframing process, we made IA-level edits such as enhancing the discoverability of the "Explore" feature. This change was driven by the need to align the marketing strategy with the revamp, as the goal was to provide users with more interactive and diverse perspectives, beyond just the Internet Service Provider (ISP) aspect.
Overall, starting with the design phase allows us to present a more comprehensive and coherent rationale for our design choices, making it easier for stakeholders to understand and support the proposed changes.
Let’s get started with the screens!
Now, let's delve into the visuals and explore the rationale behind our design choices, backed by the insights we have gathered.
Onboarding screens
We've streamlined the sign-up process, eliminating the hassle of lengthy OTP verification. Our personalized onboarding ensures users feel valued from the start. Extended trivia engagement enhances retention, while showcasing ACT's advantages builds anticipation for users to explore and benefit from our platform.
We enhanced the onboarding process by improving the main plan listing and details page. Our goal was to align the features, such as sort and filter options, with the users' requirements and preferences. This approach aimed to minimize user effort and facilitate easy recall of information.
We introduced a plan suggestor that directly caters to the user's needs and preferences. In addition, the plan cards were designed to highlight the extra benefits and bundles offered with the plans. This strategy aimed to promote and cross-sell products and various other offerings provided by ACT.
Homepage
Our homepage provides interactive challenges promote engagement and knowledge retention, while highlighting ACT's unique advantages generates anticipation for users to explore and benefit from ACT’s platform.
To enhance user engagement and promote ACT's new products and value-added services, we incorporated various elements into the homepage, like sections on games, popular products and upcoming offline events.
The homepage aimed to increase discoverability of ACT's features and services while educating users on why ACT is their best choice, using sections like quick links, popular products, videos, and blogs.
The homepage was thoughtfully designed to ensure scalability and flexibility, allowing seamless integration of future additions and features into the app.
ACT's brand identity was incorporated into the application through user testimonials, promoting it as a user focused and reliable application.
Service and Billing flow
We've transformed the billing and service experience, ensuring clarity, transparency, and convenience for our users. By optimizing the flow, offering comprehensive payment options, and providing real-time updates, we've enhanced user trust and satisfaction. Our commitment to delivering a seamless experience is evident through improved invoice descriptions and a dedicated success page.
The primary focus of modules such as service management and billing was to ensure minimal user effort and easy recall. This was particularly important for actions such as managing plans and add-ons, as well as making and tracking bill payments.
Another key aspect was to focus on discoverability of some important actions like paying for other accounts and viewing transaction history. From a business perspective, efforts were made to encourage users to explore and acquire additional add-ons.
Customer support
Being the most important flow for the ACT team, we gathered the research insights from what the users mentioned during the interviews and came out as ACT team currently doesn’t give enough control to the users. We focused on bringing a lot of self-helping features making users and the ACT team lives easier. Main goal was also to reduce the ticket generation from the users end.
In the help section, our efforts were directed towards ensuring discoverability and accessibility of support services. This involved providing features such as ticket tracking, a chatbot, and an FAQ section to users with minimal effort and easy accessibility.
The structure of the help section is tailored to accommodate the specific needs and preferences of users based on the type of support they require. This includes features such as a chatbot, FAQs, videos, and blogs, designed to provide comprehensive assistance.
Account Management
The goal of the account management was make it intuitive and easy for the users to switch from the one account to other. Created multiple iterations but need to cater the backend APIs and all the system that is existing.
With the account management module and hamburger menu, our objective was to minimize user effort and enhance accessibility by enabling easy account switching.
In addition, we designed the hamburger menu to have a modular and flexible structure, ensuring its ability to accommodate scaling and seamless integration of future features.
Learnings and next steps..
Extensive collaboration took place with the development team to grasp the API-level modifications and backend system. The flows and modules relied heavily on constant interdependence with the dev team. Cross-functional collaboration was crucial and a significant learning experience.
We took into account the system, online and offline experiences for users, considering the domain of an Internet service provider. This approach allowed us to understand various aspects of marketing and service provision to users, encompassing their entire user experience.
Through collaboration with the client, we gained insight into their business revenue model. This understanding guided us in making specific adjustments to service plans and overall business perspectives.
To prioritize active user retention and align with business goals, the platform focused on incorporating user engagement and interaction. This involved offering compelling features, personalized recommendations, fostering social interaction, and continuously optimizing the platform based on user insights. By creating an immersive and interactive experience, the platform aimed to retain existing users and attract new ones.
NEXT STEPS: Phase 2 will primarily concentrate on enhancing the gamification aspect and increasing interactivity in the app by introducing new features and services offered by ACT. Additionally, we have developed designs for the upcoming phase, where the ACT team will focus on optimizing and updating their backend system to align with the new phase.