Device Activation
Republic Wireless
User Experience
challenges
With no physical stores for customers to use for help activating the phone, we had to figure out an easy way for our users to activate their own phones once they arrived in the mail. The experience had to be so simple that anyone could use it, not just employees at the store.
Getting the activation experience right was crucial for a couple of reasons. Every Republic customer would have to use it, and we were planning to sell a great deal of phones. a high support ticket volume would make it hard to scale as quickly as forecasted. It was also the second time they will have interacted with us.
EXPERIENCE GOALS
Getting the activation experience right was crucial for a couple of reasons. Every Republic customer would have to use it, and we were planning to sell a great deal of phones. a high support ticket volume would make it hard to scale as quickly as forecasted. It was also the second time they will have interacted with us.
EXPERIENCE GOALS
- To create a seamless experience between Android Motorola, Google and Republic
- Accommodate multi-variant user scenarios
- To allow a user to activate without needing to authenticate
Responsibilities
User experience strategy, stake holder Interviews, competitive analysis, system diagrams, wireframes, ui design, prototyping, usability testing.
Workflow
User Interface
Welcome Screen
LEARNINGS
User testing demonstrated to us that users did not know if they had an account or what email they used when signing up.
To solve this problem, we gave a single form field to fill out. On the back end, we queried all known accounts to see if there was an existing account with that email. If so, the phone would activate on that account. If not, we treated it like a new customer account.
To solve this problem, we gave a single form field to fill out. On the back end, we queried all known accounts to see if there was an existing account with that email. If so, the phone would activate on that account. If not, we treated it like a new customer account.
Number Selection
LEARNINGS
Version one of this design confused our customers leading to mistakes & split accounts.
So, we tried a different way of asking the same question. Once we reframed the question by asking which phone number they wanted on the new phone, the confusion was alleviated. This saved us hours of support time--from having to process hundreds of split accounts manually to no longer needing support in this area.
So, we tried a different way of asking the same question. Once we reframed the question by asking which phone number they wanted on the new phone, the confusion was alleviated. This saved us hours of support time--from having to process hundreds of split accounts manually to no longer needing support in this area.
Plan Selection
LEARNINGS
We thought initially that users would be interested in seeing the unlimited wifi calling and texting within the info for each plan, instead it just confused them. They expect wifi usage to be unlimited.
The simplicity of our plans was a big feature, and so we wanted the ui to feel simple too
The three things they cared about were how much data how, much did it cost and what kind of data was it was (high speed?) How ever our contract with Sprint did not allow us to reference their network in anyway. So we made it clear it was LTE 4G. Testing showed high comprehension of the this type of technical jargon.
The simplicity of our plans was a big feature, and so we wanted the ui to feel simple too
The three things they cared about were how much data how, much did it cost and what kind of data was it was (high speed?) How ever our contract with Sprint did not allow us to reference their network in anyway. So we made it clear it was LTE 4G. Testing showed high comprehension of the this type of technical jargon.
Order Confirmation
LEARNINGS
Due to 'Truth in Taxation' laws, we had to show a detailed breakdown of all taxes applied to any order, but we could not calculate taxes until we knew what billing zip code they would use. Hence we needed a 'confirm order' screen
Our users wanted to be able to view the details, but did not need them to be expanded by default.
Our users wanted to be able to view the details, but did not need them to be expanded by default.
Activation Complete
LEARNINGS
The activation workflow was successful, our open ticket rates were lower then expected by 1.5% from an expected 5% down to 3.5%. Which meant that a lot less was spent on support then was expected, crucial at that moment
This project was successful both with our customers and internal teams and especially the support team
This project was successful both with our customers and internal teams and especially the support team