MIRA
MAXIS RETAIL INTERACTIVE ASSISTANT is the queue & appointment system allow customer scan to get queue number while visitor or make an early appointment before go to the store. 

How do we kick off this enhancement?

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 MIRA design inconsistent design with new Maxis Branding.

2. Old MIRA lacks clarity on the category screen. 

3. Old MIRA cannot support discovery of multiple offers while customers are waiting for their turn.

4. Old MIRA cannot support personalized offers while customers waiting for their turn.

5. New MIRA required to support walk-in customer & also

Gathering Insight 

We do have a GA setup for the old MIRA, however we can't really get any useful insight due to the GA wasn't  probably setup. It only tracks the event of how many customers use MIRA while walking into the store. It didn't provide the funnel insight for us to know the dropout rate & successful transaction.

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

At the end due to the tight timeline we decided to go backward, 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 main pain point discovered

• The Category page is too sales driven, do not neglect customers who come in with service issues.

• Promo pop out at the waiting room page is annoying, customers would usually dismiss to view queue number 1st.

• When it is the customer turn, instruction given on where & who to meet is not clear enough to the customer.

Enhancement 

• Redesign store promo discovery experience to ensure it doesn't annoy customers while customers want to view their queue number.

• Enhance visual & copy  to better assist customers when it is their turn.