Enterprise App Design
- User Research,
- UI design
- Information Architecture
- Visual Design
Telco – Mobile self service app for IOS and Android
A major US telecommunications provider had an urgent need to solve customer service issues by launching a self service app. The goal was to be more competitive within the market and also to reduce call centre volume by ensuring top issues could be successfully resolved with an app.
Niiu was subcontracted by a large technology integration company to design the end to end user experience for the app. The multi-disciplinary design team included a lead UX strategist, a user researcher, a UI designer and a visual designer.
We conducted extensive primary research which included data usage analysis, contextual interviews and task analysis, which informed the design approach.
Users can pay and manage bills online, seek support on the most common technical issues, and connect to customer support.
The 1.0 app has laid a solid foundation for planned feature enhancements.