UX Case Study: Implementing Offline Reloading Feature in Telecommunication Apps

UX UI Mobile app telecomunication 

UX Case Study: Implementing an Offline Reload Feature for Prepaid Users with Zero Data Balance in Sri Lanka

Overview

This case study explores adding an offline reloading feature in Sri Lankan telecommunication apps to address connectivity challenges for prepaid users. It focuses on understanding user needs, defining the problem, and providing a user-centric solution for seamless data reloading without an active internet connection. This feature aims to benefit subscribers of major telecom providers like Dialog Axiata PLC, SLT-Mobitel, Hutch, and Airtel, enhancing user experience and maintaining connectivity.

Objective

The objective of this project is to improve the efficiency and productivity of the network system by providing a solution for the challenges Sri Lankan prepaid users face when reloading their data balance after it reaches zero.

Process

Research

For the first phase of the project, basic user research was conducted with 15 prepaid users in Sri Lanka through user interviews. This research aimed to understand the problems users face, explore current solutions, and gather detailed information about user behaviors and preferences.

Research Summery

Current Solutions

Based on the interview responses, the following current solutions were identified

1. Buy Recharge Cards or Reloads
   • Users purchase physical recharge cards or visit local stores, which can be inconvenient, especially during late hours or when unable to leave their location.
     
2. Get a Loan
   • Users obtain a loan from their telecom provider to temporarily extend their data balance. This provides immediate relief but involves additional charges, must be repaid quickly, and is usually a one-time option until the previous loan is repaid.
3. Request Reload Assistance
   • Users ask friends or family to transfer data or reload their accounts. This method depends on others’ availability and willingness to help.
     
4. Obtain Small Amounts of Data
   • Users utilize services such as Dialog’s Star Points reload to acquire a small amount of credit, enough to connect to the internet and perform an online reload. However, these methods often provide limited data and are restricted in availability for a low number of users.
     

These solutions currently address the problem to some extent, but they do not provide a perfect solution.

Personas

Based on the research findings, a persona was created to represent typical prepaid subscribers in Sri Lanka.

Problem Statement

Initial Assumption

The initial assumption was that users of prepaid services in Sri Lanka face problems when they cannot reload their data balance upon reaching zero, especially if there is no availability of physical stores to purchase a recharge card or get help from another person.

After Conducting Research

The research conducted with 15 prepaid users revealed that,

• People face problems not only when physical stores and assistance from others are unavailable but also find these methods difficult even when they are accessible.

Based on that, created a validated problem statement.

Solution

The proposed solution involves integrating a seamless offline reloading feature that utilizes a user’s credit or debit card

1. Card Integration
   • Users securely add their credit or debit card details to their mobile number via an app, making it their primary method for offline reload feature.
2. SMS Reload Process
   • When users’ data balance reaches zero, they send a free SMS to a specified number with the desired reload amount and a unique validation code generated by the app (e.g., “Reload Hello123! 49” to 678).
3. Automated Recharge
   • Upon receiving the SMS, the system automatically processes the recharge request and deducts the reload amount from the linked credit or debit card.
     

This approach not only simplifies the reloading process but also addresses the accessibility and convenience issues faced by prepaid mobile users in Sri Lanka.

Solution Blueprint

Users can add a credit or debit card for the offline reload feature via the self-care app’s offline reload section. When the user needs to reload data, they can send a request. The following diagram illustrates this process.

User Flow

User flow of the process is simple, addressing the pain point that current methods are not user-friendly and require multiple steps to complete.

Wireframes

After defining the solution, created low-fidelity wireframes for the app. This solution is designed to be compatible with all telecom providers in Sri Lanka. Therefore, developed a new set of user interfaces to showcase the solution universally, without modifying any specific telecom app.

User Interfaces

Home Page

The main interface where users can navigate to various features of the self-care app, including the offline reload option.

Set Up Offline Reload Page

This screen allows users to add their credit or debit card information to enable the offline reload feature, ensuring secure and convenient reloading. It appears when users click on the offline reload button from the home page and have not previously added a card.

Offline Reload Page

This screen appears after the user has enabled the offline reload feature by adding a credit or debit card. It provides options to remove the card and access the how-to-use section and transaction history for offline reloads.

Final Testing and Insights

To validate the effectiveness of the solution, a final round of testing was conducted with 12 users selected based on our persona profiles. Each user was presented with a simulated scenario relevant to their demographics. For instance, a small business owner was asked to imagine being in the midst of work from home when their mobile data ran out, preventing them from accessing online reload options. A prototype was created to test this scenario.

User testing revealed the following insights,

• 83% of users indicated they would adopt the SMS-based reload method as their primary means of topping up their data balance.
• 67% of users felt confident in the security measures of linking their credit/debit card to the app for automatic recharges, appreciating the unique validation code system.
• 83% of respondents reported improved productivity due to uninterrupted data access facilitated by the new reload feature.
• 100% of users stated that the SMS reload method saved them time compared to visiting physical stores or relying on others for assistance.
• 100% of testers perceived the SMS reload method as more cost-effective in terms of time and effort expended compared to alternative solutions.

Conclusion

The solution tested effectively addresses the challenges faced by prepaid mobile users in Sri Lanka when their data balance runs out. By introducing a user-friendly offline reloading feature via SMS, connectivity interruptions are minimized, enhancing overall user experience and productivity. This approach not only simplifies the reloading process but also aligns with user preferences for convenience and security in mobile data management.

Thank You.