The user was frustrated with meaningless information and jargon.
We needed to optimize this app to streamline services. And fix a bunch of UI mistakes.
The navigation was in dire need of an overhaul.
We wanted to route people from call ins, which costs the client on every call, to the app.
Accuracy is vital for data-sensitive issues, so I prioritized making the information both clear and visually appealing.
Navigation was restructured, allowing users to explore the app more freely beyond the dashboard.
We optimized the app to engage users with features like phone tips and a speed test, even when the app or dashboard data is unavailable.
We enhanced communication to keep users informed about milestones like phone shipments or upgrade eligibility.
The dashboard included a dynamic panel that automatically updated with real-time data relevant to the user’s services.
From the navigation bar, users can quickly access support services through a chatbot or live agent, which led to a reduction in call volume and overall costs.
Given the app’s support-oriented nature, users often arrive with phone issues and potential frustration. Our priority was to provide a reassuring and calming experience.
Personalization is key—offering dark mode gives users more control over how they interact with the app, making it feel modern, adaptable, and visually appealing.
A dedicated page personalizing content for users by pulling their previous searches (linked to their profile through the app) and displaying relevant topics.
We included step-by-step guides on device troubleshooting, chatbot support, a Notification Center, and a few more features.
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