FirstByte
Serving as a powerful tool for site engineers during wireless and fiber internet installations, the app assists in identifying site IDs, providing relevant information, and streamlining tasks such as adjusting settings and binding internet plans.
lead UX/UI designer
Telecommunications Networking (Internet service provider)
Figma
Illustrator
Photoshop
Google slides
Sweet Di Zin Oo (Junior UX/UI designer)
Being a popular internet service provider, we received many pre-order requests. The main problem was that customers have to wait for about one and a half months to use the internet service because our site engineers can only complete 2 to 3 sites per day.
Streamline the installation process in the app to reduce the installation time for each site and enhance the app design to support various features, such as chat functionality, localization, and upcoming additions like attendance and real-time ticketing.
"How might we help site engineers to reduce the installation time per site and enhance the app design?”
The Design Process
Solution : Revamping the app design
With the simple and user-friendly new design,
Site engineers can easily start the installation process by tapping the 'Installation' button from the home screen.
We removed unused features from the old design and integrated rarely used features into the account tab.
The new design allows room for future feature integration.
Solution : Optimizing installation flow, enhancing visual layout, and refining UX writing across 170+ screens for a seamless user experience
In the new installation flow, we simplified the process, allowing site engineers to complete installations without returning to the home screen.
We revamped the UI for each screen, enhanced UX writing, and integrated new features to create a smoother experience, all aligned with the updated flow for future installation scenarios.
Solution : Integration of chat functionality and ability to cancel the installation process
During our field study, we found that site engineers had to inform the QC team via Skype to cancel the installation process if issues arose on site.
After discussions with the development team, we integrated a feature that allows site engineers to cancel the installation process directly in the app and notify the QC team through the in-app chatbot (Help Center).
Solution : Myanmar localization support, assisting engineers unfamiliar with specific English terminology on all 170+ screens
During our research, we discovered that some site engineers struggled with certain English terms, leading to frequent calls to the QC team for clarification.
To address this, we implemented Myanmar localization and updated UX writing for all screens, except for technical terms. Site engineers can now switch to their preferred language via the account screen.
The Outcome
The average installation time per site using the app was reduced from 1 hour to 35 minutes as evidenced by usability testing with site engineers.
Learnings
Throughout this project,
I gained valuable insights into user-centric design by conducting my first-ever field study, which allowed me to understand installation processes and user behaviors intimately.
Identifying pain points in the existing app, ideating a streamlined user flow, and iteratively refining designs based on stakeholder feedback and usability testing were instrumental in achieving a remarkable 42% reduction in average installation time per site.
This experience reinforced my belief in the power of user-driven design and the importance of continuous iteration for delivering impactful solutions.