MyTelkomsel App

Project Objective

MyTelkomsel project aimed to create a user-friendly experience that simplifies telecom services for users of all backgrounds. We wanted to reduce complexity, streamline user flows, and ensure users could quickly and easily navigate the app to complete essential tasks, such as checking balances, managing plans, and exploring new services.

Challenges

My role focused on addressing these issues by reimagining core functions with a user-centered design approach, reducing friction and enhancing satisfaction across the user journey:

• The initial app design presented challenges in terms of usability and flow, particularly for users unfamiliar with digital telecom interfaces.

• Customers usually use conventional way on buying credit and accessing offers for services.

• There are a lot of features offers in the current app and most of users do not aware and the features are being ignored.
  

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Process and Approach

User Research

To begin, We interviewed stakeholders and some users to better understand expectations and common pain points. This research phase was essential in identifying core areas for improvement and provided the foundation for design decisions. We gathered insights into how they view the value proposition of the product, what they hope to achieve with it and overall app experience.

I was not fully in charge for the research, as we work in the team of three to four people. My colleagues did more deep research regarding benchmarking and competitive research with other brands. Then, I was helping in curation phase regarding Information Architecture on how features see more as values and what did not bring great impression.

Design Process

After gathering insights, my main tasked is created high-fidelity design from low-fidelity wireframes from my colleagues that has map out streamlined user journeys, clarity and ease of navigation. During this phase, I worked closely with teams and stakeholders to ensure that the designs met users and business objectives with technical constraints.

Group Discussion

Together, we conduct usability testing and feature ranking with real users, allowing us to gather valuable feedback on the updated user experience. Key insights from testing helped guide further refinements, resulting in a more polished and user-friendly app interface. This iterative process was crucial in ensuring that the final design addressed all critical user needs and minimized friction in key app flows.

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Results and Impact

The redesigned MyTelkomsel app had a significant positive impact on user engagement and satisfaction. Key outcomes included:

• Increased User Satisfaction
  The improved interface led to a 30% increase in positive user feedback, reflected from App Store rating increase to 4.1.

• Enhanced Usability
  Streamlined navigation and simplified processes reduced task completion times, resulting in a more intuitive experience.

• Increase Revenue
  Company revenue increase 18 million the previous year after a year new app launched.

This success demonstrated the power of targeted UX improvements to enhance both user experience and business outcomes.

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Conclusion

The MyTelkomsel project was a pivotal experience, underscoring the importance of user-centric design in digital telecom services. The redesign not only made the app more accessible but also contributed to business growth through increased user retention and satisfaction. This project reaffirmed my commitment to creating meaningful, impactful user experiences that meet both user and business goals.