Vodafone has requested a fancy offer page for the new plans which offer Unlimited data,minutes and sms.Through this journey, which is available through My Vodafone app,users can easily be notified about new plans and renew in only 3 steps.
As the renewal process was overall quite new through My Vodafone app, I followed the 5 steps of design thinking process, to assess the usability of the designed feature.
At Empathize phase, I observed user's behavior at Vodafone stores and listen to users' questions and concerns on call centers about renewal process.
At Define phase, together with Product Owner and Customer Experience team ,we adjusted the business objective of the digital renewal process according to the core problems that we have collected during Empathize phase.
At Ideate phase, I come up with ideas that will make journey more playful such as introduce the Scratch game as an incentive to renew through My Vodafone app.
At Prototype phase, I prepared mockups on Invision and build 5-sec tests.
At Test phase, together with Vodafone GR UX Lab we conducted 6 x 30 minutes usability sessions with users. Users were mixed of gender and ages and were both Android/ IPhone. After completing each test cycle we evaluated task completion according to Unassisted task completion, Partially assisted task completion, Inability to complete the task. Results were prioritized and then another user test cycle took place.At that phase we also got qualitative user feedback such as “I don’t know my current plan name & services” that we made us consider adding a Compare with my current plan feature at digital contract renewal journey.
