Mobile app
This project covered 6 countries in Latin America: Argentina, Chile, Uruguay, Colombia, Paraguay and Peru.
My role
I was the design leader of the "Self-care" team that worked on the design and development of the mobile application.
User interviews
User history
Wireframes creation
Testing and user interviews
Creation of mockups (low and high quality)
Creation of interactive prototypes.
Design QA with the development team.
Creation and maintenance of UI Kit
Goals
The client's main objective was to reduce the volume of phone calls from customers every time they had a technical problem.
Process
Discovery Stage
Workshop with the main stakeholders (customer service, sales, installations, etc) to identify the main customer complaints.
Hypotheses
As a result of this discovery stage, we generated some hypotheses that we went out to test in interviews with users.
Backlog
From the previous stages we generated and coordinated with the team a work backlog. We worked under the agile methodology.
Results
The MVP was that the application could solve the most common technical problems encountered by users: signal problems due to bad weather, poor antenna orientation, or a bad cable connection.
In the following stages the features were expanded: pay online, rent movies online, update service plans, view payment history, etc.
Want to know more?
If you want to know more about this project or have more details, do not hesitate to contact me.