Context
• amaysim is a challenger telco in the Australian market, and a growing startup. I worked autonomously on this initiative.
• Re-designing the app would achieve the following
business goals:
• Improve tracking & analytics
• Integrate the new brand
• Update technology (API) to improve performance
• Encourage optimal customer product setup
• Mitigate customer contacts through an improved
experience
• I did the groundwork for all epics. I researched and designed for the usage, navigation and deep-linking features.
Activities
Gather requirements
Define business + user goals + KPIs
Document terminology + business rules (the product was insanely complex)
Create user flows for all features
Learn and lead story mapping
Analyse existing research
Synthesise desk research (into user goals & personas)
Conduct heuristic analysis
Play with ideas
Present to stakeholders
Wireframe + prototype concepts
Usability testing
I know it's not pretty but this is what it's like to gain product knowledge in telco :D
Astronomical improvements to the previous usage solution included:
• Graph for data usage for a plan period to easily identify days of high or unexpected usage.
• Total usage for a day and plan period
Customers previously had to drill into each day and manually count the MBs of data they used which was time consuming and painful.
• Total excess charges to prevent bill shock and provide greater transparency around charges.
• FAQ content This information allows customers to self serve instead of contacting our call centre.
• Set usage alert to provide greater control of the data usage
Outcomes
• amaysim app launched in June 30 2017 (avg 3.8 star rating as of Jul 2018)
• I learned what I can do (learn very quickly on the fly) and shouldn’t do (do things without support)
Role
UX Designer/ Product Manager
