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Smartphone app

Telecom company - one of the top 10 in the country

We tested application scenarios which customers complained about, including from NPS questionnaires.

CUSTOMER CHALLENGES:

Low NPS metrics due to problems with the mobile application, connection, and service details.

Research participants:
  • 80 participants
  • Equally divided between clients and non-clients
  • Equally divided between iOS and Android users
Issues IDENTIFIED
  • Overly complex navigation within the application when searching for services.
  • Difficulty understanding which options are enabled and which are not.
  • Various problems with account statistics.

‍

The app interface was changed and a new app was launched after three iterations of testing.

Results:
−23%
Negative reviews
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