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Introduction
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Discover
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Define
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Idea
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Design
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Test
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New iterations
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Updating Scenarios
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New Hypothesis
Product Designer - Tatsiana Kardash
UX/UI Redesign app My life:)
New website
redesign in the Brutal style shocked users: it did not meet the expectations of the business and collected a lot of negative feedback
redesign in the Brutal style shocked users: it did not meet the expectations of the business and collected a lot of negative feedback
Previous version of application
it showed a lot of negative feedback from users: about the hard-built User Flow, a lot of Pain Points
it showed a lot of negative feedback from users: about the hard-built User Flow, a lot of Pain Points
Analytics
Existed product and issues
Introduction
About project
Mobile application of the Belarusian telecom operator life:)
In the application, it is easy to control the balance and traffic balances, change the tariff, connect / disconnect services, learn about the news and promotions of the operator
In the application, it is easy to control the balance and traffic balances, change the tariff, connect / disconnect services, learn about the news and promotions of the operator
What are the short- and long-term business goals?
How is your organization experiencing the problems?
Who are the users?
What are a few major competitors?
What is the stakeholder’s definition of product success?
Are there any technological limitations?
User Research - step 1
Stakeholder
Interview
Interview
Interviews with stakeholders helped to open the base for the project, showing useful information. For example, business goals, technical limitations, usability issues
Confluence - documents space
User Research - step 2
User Reviews
Before conducting a quantitative research of users, I collected available online data: reviews of real users on Google Play and the App Store.
I grouped the reviews, filtered and sorted the wishes from the users and attached the links to the posts
I grouped the reviews, filtered and sorted the wishes from the users and attached the links to the posts
The most popular complaints were about problems with access speed, interface design and confusion in some functions
There is no information about the use
of the operator, only the balance. There is no payment history, no details of the traffic spent
of the operator, only the balance. There is no payment history, no details of the traffic spent
In order to change the tariff “in a few movements”, I spent 1 hour of time and 50% of the phone battery
You can easily connect the service, but there are no settings for already connected services. For example, you cannot disable the service
The balance, the rest of the traffic can be viewed, it’s not a problem, BUT! Bank card payment does not work in the application, an error every time
The application that should interact between the operator and the user is filled with advertising, unnecessary content and questionable offers
Discover
The goal of the stage was to understand what problems exist in the work and how the product meets the expectations of business and users
Define
User Research - step 3
User Survey
After the previous actions, it was necessary to quantify user data and take ideas into account when developing a redesign
Google Forms - creating a survey
UX Research results
I recorded the observations on stickers, and then grouped them according to common themes and tasks. This helped me highlight user issues and other important points
Authorization difficult for users
The application does not work correctly, is buggy and self-closes
After restarting the phone, the password must be entered again
Difficult navigation, too many sections
There are not enough alternative ways to log in:
Face ID, Touch ID, Graphic key
Face ID, Touch ID, Graphic key
Not informative promotions, all content is just a banner
There is no way to set the password yourself
There is no way
to disable services in the application
to disable services in the application
Checking the remaining traffic
(minutes and internet)
(minutes and internet)
Top up of the balance
Getting additional information about
the company’s products
the company’s products
Checking cash balances
Authorization
User Pains
Popular scenarios
Experience using the app
Regular user
Interaction context
Checking cash balances, searching for new promotions and cool products of the company
Problems when using
The application breaks down and closes at any moment
Victoria
19 years old
Student
Student
Experience using the app
Regular user
Interaction context
Checking minutes and internet traffic
Problems when using
There is no way to write to the support chat, heavy navigation
Alex
23 years old
IT specialist
IT specialist
After conducting the research,
I identified 2 types of persons, their experience of using the product and the main problems
I identified 2 types of persons, their experience of using the product and the main problems
Idea
Based on research, I started sketching ideas on paper. Together with the team,
we went through several stages of working with ideas. The final structure of the
screens has fully changed
we went through several stages of working with ideas. The final structure of the
screens has fully changed
Design
The design system was created with the help of a ready-made Brandbook of the company. So, I had limitations for elements such as fonts, colors, graphics, visual positioning of the brand
Design System
When creating components, I used the principle of atomic design. After each iteration of the product - Design System was updated,
a small part of version 1.0 is shown here
a small part of version 1.0 is shown here
End of iteration
Design presentation
Before making changes to software development, the product team and I always made a presentation of the design work done for business. The main point here was the process of getting feedback
Checking scripts
Seven main scenarios were created for a qualitative moderated study. Here I tell you more about the three most popular
Next, such blocks help me describe the test results. They can simply describe the situation or contain
"what users say”
"what users say”
The block/element is
not understand to users
not understand to users
This is the common opinion
of all users
of all users
The block/element users understand correctly
Result
Usability Testing
Qualitative research was carried out by the corridor method in the mobile operator’s store. The participants who agreed were asked to perform several scenarios, while “thinking out loud”. The assistants wrote down all the answers on paper manually
Test
Testing planning began at the Idea ???? stage. It was decided to conduct a qualitative moderated research of the MVP product. A research script was written
Hypothesis results
Dashboard
wow, it’s so great ????
Hypothesis
Creating
I generated hypotheses, and the interface changed based on them
Hypotheses were tested on focus groups
The best variants were released in development
Hypotheses were tested on focus groups
The best variants were released in development
Hypothesis
My Role
I worked on hypotheses related only to interface problems, and marketing worked on hypotheses for adding chips and increasing traffic
New iterations
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To improve the user experience, I generated hypotheses using information from Usability Testing. This is the beginning of each new iteration of the design
Updating Scenarios
After Usability Testing and Hypothesis Testing, not only individual blocks were updated, but also scenarios. For example, one of the most popular scenarios is changing the Tariff Plan
Result Usability Testing
Scenario -
Changing the Tariff Plan
Changing the Tariff Plan
Secondary reserch
Marketing provided statistics that 47% of our users use the mobile app after 19:00. And I read an article about the advantages and disadvantages of dark mode on the website nngroup.com
The Long-Term Effects turned out to be more important for the business. And main business benefits - increasing user loyalty
The Long-Term Effects turned out to be more important for the business. And main business benefits - increasing user loyalty
Dark mode chips
- Dark mode is always available as an option in the app settings
- Dark mode is automatically activated at night if this option is enabled on the user’s device
New Hypothesis
Thanks