Help & support
MY COSMOTE APP - Telecom industry
Role: UI/UX designer
Time frame: 2 months
My Team: Pinelopi Gerna (Product Owner), Eleni Kanelidi (Scrum Master), Kostadinos Apostolakis (iOS Developer), Harris Andreolas (Android Developer), Petros MItseas (Backend Developer), Giannhs Dimas (Q&A).
Introduction
The challenge was to create a comprehensive guide within the MY COSMOTE application, enabling users to find the help they need without contacting the call center or using the in-app chat.
Goal
We aim to ensure that users can quickly and easily access the relevant support materials tailored to their specific services.
Analysis
Value proposition concept
To assess the project's value within the application, we break down user functions into specific scenarios and rate each on a 0-10 scale based on user interest. Finally, we calculate an average score to gauge overall user satisfaction..
Competition
We analyzed competitor workflows and drew inspiration from leading applications to address the specific problem effectively.
The conclusion from the analysis:
Search Functionality: Most applications prioritize a central search feature, allowing users to locate the information they need quickly.
Categorized Content: FAQs and support content are typically organized into categories to enhance user comprehension.
Centralized Support: In telecom applications, the support section or FAQs are prominently placed, enabling users to access them within just two clicks.
Concept
New section on the tab bar
We replaced the user's profile section with the Help and Support category after observing low engagement with the profile, indicating that users were not utilizing it frequently.
Categories
Research from the Nielsen Norman Group shows the brain best processes up to five categories, so we organized support material into five key groups: Billing, Support, Program Information, Services and Packages, and Useful Information. The categories are ordered based on user inquiries, with each displaying the top four relevant items tailored to their services.
Search
The search function displays information when a user types in a keyword and proactively suggests actions they can take within the app.
Chat
If a user is unable to find the material they need, they can access live chat at the end of the Help section for further assistance from an agent.
User research
First click test
The first part of our research focused on determining whether users could effectively identify the initial step needed to achieve their goals within the interface.
We conducted this by:
‣ Presenting a high-fidelity version of the My COSMOTE App's main view.
‣ Measuring how often users made the correct choices to assess their ability to navigate the interface effectively
1st Question
What would be the first point you would tap on this screen to enter your profile?
113 responses in total
108 relevant responses considered
5 outliers not considered.
2nd Question
What is the reason you chose this point?
113 responses in total
108 relevant responses considered
5 outliers not considered.
Common Answers
“είναι το πιο σχετικό με εμένα”
“ΣΗΜΕΙΟ ΠΟΥ ΙΣΧΥΕΙ ΣΤΑ SOCIAL MEDIA ΑΡΑ ΠΟΛΥ ΕΥΚΟΛΟ”
“Είναι το μόνο εμφανές σημείο της οθόνης που σίγουρα παραπέμπει στο προφίλ μου.”
Conclusion
86% of users recognized that they could access the profile section through the Avatar, with 95.7% finding it intuitive due to familiarity with similar designs in other apps.
Next Steps
While the profile functionality appears effective, we will monitor user interactions through events to confirm if they consistently use the Avatar to access their profile, ensuring it meets the needs of our local users
Usability test
The script started from the main view of the home page 10 participants ran the two scenarios with the method “Think out loud”
S1: For the script we will assume that you have a mobile and a landline in COSMOTE. This morning you realized that your landline is not working. You have heard from a friend that My COSMOTE has chat support which saves you all the wait from the call center. Using the original of the application you have in your hands, try to find the chat.
1st Senario :
Some of the participants tried to scroll to the Homepage main view to find the chat.
Some of the other participants did two scrolls up and down the help screen to find the chat.
One of the participants tried to click search to find the chat,
All of the participants on average 0.72sec had found the chat.
S2: Imagine you got a new router but lost the operating instructions. Using the prototype of the application you have in your hands, try to find how to install your new router through the section that you will see
2nd Senario :
Some of the participants wanted to go to their fixed line management to find the router instructions
Several of the participants also started scrolling to find the router instructions.
Some of them, if they did not find it at first glance, began to read the sections carefully.
All participants found the router instructions with an average time of 0.50 sec
Then open-ended questions were asked, which stated:
Q1: How do you think the new My COSMOTE help section would help you, and why?
What problems do you think the help section would solve for you, and why?
Q2: What would you change in the help section, and why?
Q3: What was the point that made it most difficult for you in the scripts, and why?
Remarks
Question 1: Most of the participants would seek help with material related to the support, such as a technical issue, issues related to their contract, etc.
Question 2: Most of the participants would not change anything in the help, regarding the information they saw from the scenarios they ran. Some of the participants would like to have some categories so that each category takes you to more information about that category.
Question 3: Several participants reported that it was difficult for them to find the chat from the scripts they ran and they would like it in a prominent place.
Conclusion
Participants quickly located the chat functionality and easily found the router connection driver, though some also navigated to Fixed Line management for it. The categories were well-organized, making it easy to find desired content, which was sufficient for their needs.
Next Steps
We’ll monitor which support materials users interact with to ensure the content continues to meet their needs. Additionally, we should consider making the search function more prominent if users are not utilizing it effectively.
