FEATURE IMPROVEMENTS

The overall plan was to build and enhance the user experience for apps and functionality users used most, while maintaining and the needs of the business with the main goal of reducing the call volume. The plan is to implement a chargeable service program for which If a user calls for a service that can be done on the new platform would be charged a fee. So knowing that we had to design the flows to be easy to understand for high conversion.

Digital adoption of Koodo mobile customers was our first priority. There were a few initiatives to do so, but the main initiative was to make registration easier.

The priority and main features we updated were

Registration

Billing (Pre authorized/banking and credit card payments)
Rate plan change
Phone purchases

Koodo Mobile | Self Serve

Objective

I was a senior designer who worked and led a small design team on a complete redesign of Koodomobile.com used by millions of people every month to pay bills, update rate plans and to buy phones.

We dramatically simplified the user experience, focusing on core interactions, and simplified navigation while keeping the legacy site operational. All new functionally built and designed went throughout the design process with a mobile approach.

Rate Plan Change

Rate plan change is one of the most used features in Self-serve. This flow was designed for users to change and compare rate plans. This gave the ability for the business to launch promo plans  exclusively in self-serve without having to factor in the cost of agents to do this service

STYLING