Mobile app for service control & setttings
Telecom company, top 10 in the country
The main application scenarios and scenarios from NPS questionnaires, in which customers complained, are tested.
CUSTOMER CHALLENGES:
Low NPS metrics due problems with mobile application, connection, service details. Various complaints from the customers.
Research participants:
- 80 participants
- Equally divided clients and non-clients
- Equally divided iOS and Android users
identified Issues
- Overly complex navigation within the application when searching for services.
- Understanding which options are enabled and which are not was nearly impossible.
- Various problems with account statistics.
Mobile application interface has been changed. A new application was launched after 3 additional iterations of testing.
Results:
−23%
Negative reviews
