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
