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Nex Mobile

About Project

Nex Mobile is a mobile network provider in the UK and is powered by 2 of the biggest mobile networks in the UK. With this product, we offered users business priority mobile plans + 300 monthly minutes to call up to 50 countries around the world. Our goal was to create a platform that offered users a seamless experience when acquiring our products without having to jump through credit check hurdles that most UK network providers have for a mobile plan.

Category
Product Design
Client
Nex Mobile
Release
Role
UI/UX designer | Product manager
Tools
Adobe XD
Duration
1 Month

My Role

On this project, I worked as the lead UI/UX designer and product manager. I liaised with key company stakeholders and external DevOps teams to identify the project scope and deliverables.

The Challenge

The business requirements of Nex mobile were to create an easily accessible platform that keeps their customers connected through high-quality mobile service. This required research into other mobile companies and how they communicated their services and what they offered their users. Additionally, the platform consists of a space where customers can purchase a mobile plan and manage their existing service with us. This meant that we needed to create 2 UI/UX handovers for 2 different development teams.

The Solution

We started this project by having elaborate conversations with key stakeholders to get a full understanding of the business needs and how to achieve them as a team. I then organised conversations between all the parties involved in the project to establish technical requirements, address user needs, data and customer flows between platforms on how these would best be visually represented. Once the above was established we carried out competitive audits of some of the UK’s biggest network providers to understand fully how to best create this project. With the results of the competitive audits, we moved on to creating user flows and site maps.

We then proceeded to create low fidelity prototypes to demonstrate the early workings of this product and its basic technical requirements. Once these were approved we moved on to creating the actual website. I decided early on the colour theory of the site and what kind of feel users would get from our product when interacting with it. We communicated diversity and inclusivity through our imagery and included video elements that autoplay to give the users an idea of the company values.

We communicated the benefits of our available mobile plans as often as we could and included several CTA’s throughout the landing page in order to drive conversion rates with our target audience onboarding process made it easy for the user to choose from several plans to match their needs. Once the user selected a plan we took them to a multi-step signup form. We implemented a multi-step signup plan because user research indicated that customers abort long looking sign up forms more often than they do multistep. Our research also showed customers got a sense of satisfaction from completing one stage and moving on to the next. We also did A/B testing with key stakeholders on the client-side before finalising the prototype prior to handover the UI was thoroughly tested by users and stakeholders before going into development. We made some iterations based on the test results and feedback we received and then handed the product over for development once the UI design was completed we handed it over to the developing team responsible for the development We followed a User-centred design process Analysis, Design, Evaluation and implementation

The Result

This product was difficult to complete. The developing team handling the development was changed halfway through and the new team didn’t have enough time to implement the multistep signup form changing the onboarding experience we intend on having completely. The UI wasn’t implemented as intended as the project was built on WordPress and was met with some design and technical limitations which couldn’t be addressed as the team responsible for development was no longer involved. The company proceeded with the launch of the product regardless of these irregularities and discrepancies. We are now in the process of discussing a redesign of the current website and rebranding it.

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