Overview
"My HKT" is an all-in-one mobile application designed for the customers to manage various HKT services. The company has been striving for betterment since launch.
The goal of this project is to modify the service software with provision of one-stop solution and better customer experience.
Scope of Work
Date
Oct- Nov, 2022
(4 weeks Apprenticeship)
Role (in. a team of 10)
UX UI Designer
Tools
Figjam, Figma
Background
HKT is Hong Kong's premier telecommunications service provider and a leading innovator. Its fixed-line, broadband, mobile communication and media entertainment services offer a unique quadruple-play experience.
In this case study, we wanted to redesign the existing app that helps busy people to do important things in an easier way. The challenge was that users accomplish various tasks in different applications, like paying bills for a myriad of services and subscriptions. Wouldn’t it be better to provide a platform for users to merge the services that they have, so they can enjoy a better user experience?
The process
Our design thinking framework helps us with innovation process. We aim to incorporate the key phrases of empathy, define, ideation, prototype, and test.
Understanding the problem
We asked questions related to the following aspects:
-
What do you like or dislike about My HKT app?
-
Tell me about your experience on using HKT children apps.
-
What features are you hoping to see in the future app?
My research encompassed:
Understanding the why users are not attracted to the existing app
Exploring any sustainable solutions to increase the users' retention
Understanding the features needed in the interegtared Superapp
Methodology
Survey
96
responses
Interviews
37
responses
Usability Test
5
responses
Findings
Survey Responses
Gathering Insights
After conducting users interviews, we gathered the pain points identified from the exisiting app. We grouped the problems under common themes by the affinity maps.
Pain Points
We gathered the pain points of using the app and the features they are hoping to see in the MY HKT app below.
01
Low app usage rate
Users need to re-login to children apps again when they do tasks within the My HKT app.
03
Inconvenient payment procedure
The bill payment procedures are not convenient for the users, which discourages user to use the app.
02
App redirections
My HKT App redirects users to the children, which users do not enjoy redirecting process.
04
Unappealing UI design
The UI Design is not appealing comparing to the children apps.
Personas
We create 2 personas below based on the affinity maps and findings.
Wireframes
We sketch out some options on how we could improve the existing design.
Welcome
The ending product is very satisfying for the team and the client. It is suggested to have some bundle discounts to motivate users largely to register to the other children apps. As extended thoughts , the application should also concern on how to maintain users' incentive of usage if the users has reached the top level.
Conclusion