Phone activation wizard
Republic's support system is an online platform that involves various facets of self service tools including help documentation, community forums, online chat, and help tickets. In 2015, we changed the way we activated phones to include a new range of phones by putting our technology into SIM cards.
The goal of this page was to guide members through the activation process in a step-by-step that accounted for phones that were different operating systems, phone models, and Republic service. We also wanted to intelligently provide an opportunity for users to open help tickets based on where they were in the activation process.
Problem: Help documentation could not scale for the complexities of the new activation process. Current members frequently complained that information was hard to find.
Solution: A step-by-step wizard that walked members through the necessary steps in activation. This wizard also intelligently kept track of possible error states to create smarter help tickets.
Outcome: This tool not only helped members but also helped support team members in being able to more quickly address member activation issues through a smarter ticket system.
Clear pike in CX after this feature rolled out.
Role: UX/UI designer, strategist, IA, UX researcher. Collaborated with director of CX, support and dev team.
User REsearch
Before we started the design process, the first thing we did was learn and test the new activation process, given the new SIM card component. We recorded how user interacted with their new phones, taking notes of problem spots with determining SIM card size and slot insertion needed for the phone model, as well as the way they navigated through downloading the Republic app to complete activation. This allowed us to identify problem spots and brainstorm ways to ease anxiety.
MAPPING ACTIVATION STEPS
Given the new activation process we had a couple variables that played a part in how the activation process would proceed for a customer: Google activation, phone model, Android operating system, online store purchase, and purchase on third party sites (bring your own device). We worked to document and map out possible paths given error states and variables.
wireframes
Documented vital activation steps for members on 1.0, 2.0., and 3.0 plans, carrier 1 vs carrier2, and bring your own phone scenarios. Boiled down complex and challenging workflows into one that was simple and easy to follow.
Prototyping and testing
We invited testers to participate in the study in person and conducted a couple remote testing sessions. Users were asked to go through activation- completing anywhere between 4-10 tasks with the proposed step-by-step method. Each round resulted in the modification of the visual design and content strategy based on user feedback.
Launch and results
Overall customer experience increased with the launch of the site. The wizard was launch with a suite of other support initiatives including the redesign of the Help page that highlighted the new wizard.
Check out the live site here
