Jetpac Global
Fadhli Sheik
What is Jetpac?
Jetpac is a travel roaming product. It started as a mere feature which is solely to the Singapore market and now blooms into an app and turns global.
Important feature for Jetpac:
eSIM Installation
First launch (Q4’ 2022)
Few months after launching Jetpac to the Singapore market, these are the general pain points we narrowed down to:
The first launch version!
🚀 Global launch! (July 2023)
The 3 problem statements above are enough to fuel us to achieve these amazing stats
(at least for us)
The impact
59% increase in eSIM installation
Reduced to 2% of tickets from 40%
+20 NPS of user satisfaction
Here’s how we did it!
We further validate those statements with in-person usability tests where we wore our salesman hats and sold our products.
Through user interviews and usability tests, we further validated these issues to find out the whys.
Sample size: 8
Demographics: 22-44 years old, mid-frequent traveller, Singapore and USA markets
Problems
Users don’t read & can’t follow the GIF
1. Too much text, users just scan
2. GIF is moving too fast for users’ pace to follow the instructions
Users waited too long for the installation and felt anxious or felt like the installation failed
1. No heads up on how long this step will take
2. No reassurance or feedback after eSIM is installed
iOS users felt confused after installing eSIM
1. Too many text on the phone system
2. Language and tone are too technical
3. No further instructions
With a better understanding of the users’ struggles, we set out to craft a few major screens in low-fidelity mockup to send for testing.
Usability tests
Collaborated heavily with the UX researcher to uncover valuable user insights and refine our product's design, ensuring it meets the needs and expectations of our target audience.
With these findings, we are able to understand users' problems better. Hence, we introduced these features and changes to guide users throughout the installation journey.
These three screens highlight the major changes we’re making:
SMS upon completion of eSIM installation
Screenshot of the instruction model instead of a gif
Post-installation guide
And that’s how we’re able to achieve this amazing feat 🪄
59% increase in eSIM installation
Reduced to 2% of tickets from 24% mainly due to installation issues
+20 NPS of user satisfaction
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Posted Dec 7, 2024
Jetpac is a travel roaming product. It started as a mere feature which is solely for the Singapore market and now bloomed into an app and turned global.
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