DISCO Revamp

Discovery apps install at the demo device at the retail. Allow user to view device information, device price, contract detail, plan detail & store related promotion.

How do we kick off this revamp?

Similar to MIRA, we start with setting up a  discussion with PO & BO to gather their future planning on MIRA . Summarised in the point form below. 

Understanding business requirement & pain points

1. Old DISCO design inconsistent with new Maxis Branding.

2. Old DISCO don't allow users to check stock availability. 

3. New DISCO required to support eCommerce journey.

4. New DISCO need to allow customer to save device information 

5. New DISCO need to allow customer to do device comparison

6. New DISCO need to allow customer to share device information to friend & family

Gathering Insight 

We have a GA setup for the old DISCO, we are able to get some useful insight on how the number of interactions happen & DISCO & drop off rate on screen transition.

We also planned for onsite survey & observation, a guideline & a set of questions were prepared however it was just it time MCO announced by the government. Due to retail stores need to control traffic & it is necessary for customers to practice 1 meter distance, we have no choice & have to terminate our onsite survey. 

Due to the tight timeline,  PO & BO looking toward rolling out new features quickly, we decided to kick off the revamp with minimal insight on hand & run usability tests with the prototype.

Usability Test

We hired Nielsen research company to run usability tests. My end prepared a set of guidelines & brief Nielsen to ensure the usability test meets our overall goal. Before the testing starts, I make sure the prototype is nearly similar to the final product. We invited 10 respondents in total, 7 current non Maxis customers & 3 Maxis customers. Respondents are all from different races & different age ranges. The reason behind to have more non Maxis customer is because they could be our potential customer in future, get them to test on MIRA could get them give us insight more comparing with their current telco. 

Overall, feedback from respondents was very informative, not only at the user experience part but also  the information in the prototype. From the observation we were able to quickly realise when & why the respondents couldn’t complete the task & what was the mistake they made when carrying the task. 

Fews major pain point discovered

• Half of the respondents said that the device info screen looks cluttered.

• Most of the respondents are confused on how the QR code works in their 1st sight.

• When Android users scan QR code, their 1st feedback was do I have to download external apps to continue.

• Respondents who use other telco services mostly don't understand contract types like "Zerolution", "Zerolution 360 & "Normal Contract".

• Most of the respondents said contract duration should be stated clearly in the detail screen.

• Most of the respondents not aware the price card can be tap to view pricing details.

Enhancement Implementation

I set up a discussion with my manager & highlighted all the major issues, with her advice we set up a workshop with PO & business owner. The workshop objective is to share the IDI report to PO & BO & discuss proposed UX enhancement. After the workshop I created a list of the enhancement & included estimated impact on the current design & effort needed to implement the enhancement.

Takeaways

The project gives me understanding how important it is to have detailed topic research before the redesign starts. Research on the user to understand how different age groups interact with their mobile phone & behaviour on reading telco service. Research on design to understand design styles that are friendly to different age groups. 

Anyway it's not the end, we are now working closely with the analytical team on improving GA. A Detailed funnel will be set up for us to continue monitoring the customer behaviour using the DISCO app.