Mobile App, Project
Startup
iOS · Android
10 Minute Read
Transforming telecom for international students
Context
International students face language barriers, unfamiliarity with local data networks, and the complexities of setting up straightforward mobile internet services can quickly add stress to an already overwhelming journey.
Building Context
Drops-off & Cancellations
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. The onboarding experience frustrated students, leading to drop-offs and plan cancellations, affecting the company's primary revenue.
Understanding the Goal
Conversion and Retention
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. The goal was to improve the clarity of the product offering, reduce user errors, and increase sign-ups and overall retention.
High Level Impact
8× Increase in Activation
The end-to-end redesign efforts led to an 8× increase in mobile activations, generating additional recurring revenue and positive social feedback.
Previous Onboarding — High-level overview
Enter SIM card number
SIM kit on its way
Choose a plan
Activate your plan
Challenges in Connectivity
Where the flow broke down
The business saw significant numbers of users dropping off and plan cancellations post-activation. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat.
Problem Area #1
Extended Delays from User Errors
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Problem Area #2
Perceived Dark Patterns
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Current-state user flow — error paths highlighted
“I've tried three different times to submit my form, but I don't know why I keep getting my application rejected. This is literally taking more than a week and I move next Monday!!”
Building insights through collaboration
A collaborative UX audit
Working alongside engineering and leadership, we ran a UX audit and formed five hypotheses to test. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat.
Hypothesis #1
Priming
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Hypothesis #2
Reorder Default Flow
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Hypothesis #3
State Confirmation
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Hypothesis #4
Enhanced Plan Comparisons
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Hypothesis #5
Optimize Checkout System
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Refining Hypothesis #4 — plan comparison
Refining Hypothesis #5 — checkout
Aligning and refining together
Chief Executive Officer
On business priorities
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Chief Technology Officer
On technical feasibility
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Head of Design
On craft and consistency
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Refined high-fidelity onboarding screens
Shipping the redesign, launch & impact
The Business Impact
1,000+ activations
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The Team Impact
Reduced support burden
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The Social Impact
Partner feedback
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The Lasting Impact
Project reflection
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Forecasting next steps
Forecast #1
Build Additional Safeguards
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Forecast #2
A/B Testing
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