Mobile App Redesign | XL

Mobile App Redesign for PT XL AXIATA

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 Postpaid

• User Interviews
• Customer Journey Map
• User Persona

XL Post Paid vs Prepaid

5/8 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.

4/8 feel the payment method isn't mobile-friendly and feel like it can be utilized more. The remaining 4 are okay with using the current method. 1 of them doesn't fully trust using mobile payment.

User Persona of Target User

Customer Journey Map of Target User

Notable Quotes from Target user & Lori Brainstorming of solutions

Final Design

Homepage & Packet Page

Multiple Payment Platforms

Customer Service & Data Usage Graph

Customization of Location, Spend Limit & Easy Top Up

What we 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