Project Type
Mobile Design
UX Research
Usability Testing
Duration
Client Name / Product
XL AXIATA Tbk
Background
Low Conversion Rate in Bus & Shuttle
This project focuses on identifying the factors contributing to a low 6.44% conversion rate in Bus & Shuttle tiket.com and developing effective solutions to tackle them.
Problem
Users experiencing multiple error results
Due to inaccurate location data, users often receive irrelevant results or no results at the Search Result Page.
Project Brief
A telecommunication management application by XL Axiata allowing users to check their SIM Card payment and spending.
My Role
Conduct user research to find pain-points of application
Create persona and user journey based on research
Revamped XL's branding and design system
Iterate various design solutions and
Create prototypes for Usability Testing to target user
Understanding XL's Package
XL Axiata offers two types of telecommunication package: Prepaid vs Postpaid.
Prepaid Plan: Upfront payments for mobile services for flexibility and easy to customize.
Postpaid Plan: Monthly billing with potential usage limits and overage charges.
Research Insights
To further understand XL's Postpaid users and their pain-points, I conducted user interviews to understand their pain-points, wants and needs.
62.5% use it just to check their remaining quota, mostly when close to billing.
1 of them has the app but doesn't really use it. The remaining 2 do not have the app.
50% feel the payment method isn't mobile-friendly because they're unable to use Indonesian Mobile Payment Methods
Customer Journey Mapping
User Persona
Notable Quotes from User Interviews, leading to several lofi-brainstorm sketching based on user pain-points, wants & needs.
Results
What I solved in each section
Homepage
Shows remaining benefits and “Pay Now” Option
Promos are present
Explore different available packets for domestic and international services
Trending Promos are shown on top
Payment Option
Payment options are now more mobile-friendly
VISA, OVO, Gopay and many others are now available options
Shows when the user has not paid their monthly billing
Users are able to purchase more data or SMS or calls if needed
Customer Service & Graph
Ready to help customer service whenever customers would like to ask questions or are experiencing problems
View Daily, Weekly and Monthly use of data
See usage in a graph format
Customization
Customize profile easily
Set location
Set Spend Limit
Top Up balance
What I've Learned from this Project
Learnt to conduct user interviews and creation of User Personas
Learnt how to do conduct Usability Testing through Figma Prototypes
