WORK 07 — RESEARCH · UX STUDY
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Mobile Service Provider UX

A UX research study to redesign a mobile provider's web app. The goal was to increase online bill payments and reduce reliance on customer service calls, through iterative user testing of wireframes and prototypes.

  • USER TESTING
  • WIREFRAMES
  • PROTOTYPES
  • ITERATIVE
METHOD

The research plan, published

The primary goal: increase adoption of the web app for bill payments and reduce reliance on the customer-service hotline. Preliminary research showed a significant share of customers paid exclusively by phone and saw the existing web app as visually outdated and hard to use.

The plan started with persona development and ended with two rounds of task-based user testing. Each round used the same task set so results could be compared across iterations.

  • STEP 01
    Define
    Persona built from account-holder data analysis to keep design decisions user-centric throughout.
  • STEP 02
    Specify
    Stakeholder interviews established business goals and technical constraints, yielding UI specifications for the redesign.
  • STEP 03
    Iterate
    Two wireframes addressing navigation and account-information clarity, tested and refined into high-fidelity prototypes.
  • STEP 04
    Validate
    A second testing round on the prototypes, following the same methodology, before handoff to development.
TESTING

Wireframes to prototypes

Two sample groups — random account holders, and customers who primarily paid by hotline — worked through task-based scenarios: locating account information, simulating a bill payment. Sessions combined timed responses with semi-structured interviews for qualitative feedback.

  • RESULT 01 · WIREFRAMES
    80% of participants accurately retrieved information within 4 seconds of prompting; high satisfaction with the clarity of information presentation.
  • RESULT 02 · PROTOTYPES
    90% retrieved information within 4 seconds, up from 80% at the wireframe round, with consistently positive feedback on the flat, minimal visual design.
  • RESULT 03 · BOTH ROUNDS
    No significant usability issues reported across either sample group in either round.
OUTCOME

Conclusions and recommendations

The iterative process produced a significantly improved design; the testing success rates suggest the redesign can shift bill payments from the hotline to the web app.

  • 01
    Roll out gradually to monitor real-world adoption rates.
  • 02
    Keep collecting user feedback post-launch for further refinement.
  • 03
    Market the improved web app directly to current hotline users.