Created buying, upgrading, and price plan changing experience on digital channels
Challenge
The telecom operator needed to revamp their E2E Digital Experience across web, tablet, and mobile that is more intuitive with minimum clicks to complete the task. They also wanted to enable both their current and future business users with the capability of adding and editing content on its website without having to reply on IT assistance.
Solution
Applying the Design Thinking approach, mobileLIVE dug deep into understanding the end users in context and the end-to-end journey. Several prototypes were created for rapid testing and validation across a real audience and all assumptions were revisited based on the feedback. To increase functionality and time-to-market, mobileLIVE also recommended revamping the existing technology stack and implementing a content model that would be independent of any presentation layer.
Success
mobileLIVE came up with a 3-step process whereas most optimized processes are considered to be 7-step activation flow. This not only decreased the number of components to be developed but as a more intuitive process, saw a reduction in the number of duplicate forms across multiple entry points. After revamping their existing technology stack and implementing a progressive web application and CMS, business users were able to manage content in a user-friendly editing interface. Site update time went from 2-3 weeks to as little as 30 minutes. The developers can now create engaging experiences all while improving performance and SEO.
