Expanding
Telco digitalization
with MyTelkomsel Basic
Expanding Telco digitalization with MyTelkomsel Basic
Timeline
Timeline
MAY 2024 - NOV 2024
MAY 2024 - NOV 2024
Responsibility
Responsibility
UI/UX DESIGNER
UI/UX DESIGNER
Type
Type
IOS & ANDROID APPS
IOS & ANDROID APPS
Tools
Tools
Figma, Figjam
Figma, Figjam
Team
Team
2 UI/UX DESIGNER
2 RESEARCHERS
2 CREATIVE LEADERS
2 BUSINESS OWNERS
3 BUSINESS ANALYSTS
10+ DEVELOPERS
Context
Context
Telkomsel wants to acquire their offline users with low end devices who uses *888# operator of directly purchasing through nearby phone outlets, which contributes to 94% of *888# revenue. Their strategy was creating an app called MyTelkomsel Basic, which is the “Lite” version of the main MyTelkomsel App that has lower storage and simpler experience to cater user needs.
Telkomsel wants to acquire their offline users with low end devices who uses *888# operator of directly purchasing through nearby phone outlets, which contributes to 94% of *888# revenue. Their strategy was creating an app called MyTelkomsel Basic, which is the “Lite” version of the main MyTelkomsel App that has lower storage and simpler experience to cater user needs.
As a one of the sole UI/UX Designers in this project, I was responsible for designing from scratch from stakeholders' requirements. There were challenges faced due to the storage limitations, but at the end, the end product successfully brought a positive impact to users.
As a one of the sole UI/UX Designers in this project, I was responsible for designing from scratch from stakeholders' requirements. There were challenges faced due to the storage limitations, but at the end, the end product successfully brought a positive impact to users.
Impact Given
Impact Given
There were challenges faced due to the storage limitations, but at the end, the end product successfully brought a positive impact to its users and of course,
its future designers!
There were challenges faced due to the storage limitations, but at the end, the end product successfully brought a positive impact to its users and of course, its future designers!
There were challenges faced due to the storage limitations, but at the end, the end product successfully brought a positive impact to its users and of course, its future designers!
Company
Company
🚀 +33% Monthly active users in just 2 months after the app was launched
🚀 +33% Monthly active users in just 2 months after the app was launched
💰 Increased transactions with 3-clicks-away solution
💰 Increased transactions with 3-clicks-away solution
Team
Team
📝 Built product onboarding + design requirements for future designers
📝 Built product onboarding + design requirements for future designers
Personal
Personal
💼 Successful concept pitching to managerial levels
💼 Successful concept pitching to managerial levels
Design Brief
Design Brief
“Mirror *888# experience,but give access for users to discovermore telco features”
“Mirror *888# experience,but give access for users to discovermore telco features”
Current *888# Experience
Current *888# Experience
Design Objective
Design Objective
Utilize MyTelkomsel Basic app to Bridge digital experience for *888# users by fulfilling the essential needs: buy package, buy credit, check remaining quota
Allowing users to discover the more features on the App as a sneak peek
of the Main MyTelkomsel App
Utilize MyTelkomsel Basic app to Bridge digital experience for *888# users by fulfilling the essential needs: buy package, buy credit, check remaining quota
Allowing users to discover the more features on the App as a sneak peek of the Main MyTelkomsel App
Utilize MyTelkomsel Basic app to Bridge digital experience for *888# users by fulfilling the essential needs: buy package, buy credit, check remaining quota
Allowing users to discover the more features on the App as a sneak peek
of the Main MyTelkomsel App
Design Challenge
Design Challenge
How Might We introduce modern day digitalization while still preserving *888# experience?
How Might We introduce modern day digitalization while still preserving *888# experience?
How Might We introduce modern day digitalization while still preserving *888# experience?
Research
Research
Concept Testing
Concept Testing
Due to the timeline frame, the approach that we took was a rapid prototyping for usability testing.
We tested several concepts
below to *888# users, including those who lapsed from the main MyTelkomsel apps.
Due to the timeline frame, the approach that we took was a rapid prototyping for usability testing. We tested several concepts below to *888# users, including those who lapsed from the main MyTelkomsel apps.
Due to the timeline frame, the approach that we took was a rapid prototyping for usability testing.
We tested several concepts below to *888# users, including those who lapsed
from the main MyTelkomsel apps.
MIrrored *888# Experience
MIrrored *888# Experience
Tapping Experience
Tapping Experience
Chat/Assistance Experience
Chat/Assistance Experience
Hypothesis
Hypothesis
Low-end devices users who uses *888# as their top of mind in buying telco products tend to be hesitant when introduced to more advanced digital interactions. For this reason, they are more open to digital experiences that look and work exactly like *888#.
Low-end devices users who uses *888# as their top of mind in buying telco products tend to be hesitant when introduced to more advanced digital interactions. For this reason, they are more open to digital experiences that look and work exactly like *888#.
Research Results
Research Results
Many modern applications such as YouTube and WhatsApp have become a part of our user’s daily lives.
Many modern applications such as YouTube and WhatsApp have become a part of our user’s daily lives.
Compared to mirrored *888# experience, users prefer tapping interaction due to efficiency in purchasing
Compared to mirrored *888# experience, users prefer tapping interaction due to efficiency in purchasing
The Solution
The Solution
Based on the research result, we recommend enhancing the app's interaction to “tap”, moving beyond the limitations of the *888# model and fostering a more engaging user experience.
Based on the research result, we recommend enhancing the app's interaction to “tap”, moving beyond the limitations of the *888# model and fostering a more engaging user experience.
Based on the research result, we recommend enhancing the app's interaction to “tap”, moving beyond the limitations of the *888# model and fostering a more engaging user experience.
Get your package
in 3 clicks away!
Get your package in 3 clicks away!
This feature allows users to buy internet packages efficiently, just like they do with *888# or in stores. This was highly crucial because the target groups are very familiar with *888# method. With just three clicks, users can complete their purchase without any hassle.
This feature allows users to buy internet packages efficiently, just like they do with *888# or in stores. This was highly crucial because the target groups are very familiar with *888# method. With just three clicks, users can complete their purchase without any hassle.
Essential Telco Needs in
1 Screen, which acts as
a transit to the main MyTelkomsel App
Essential Telco Needs in 1 Screen, which acts as a transit to the main MyTelkomsel App
Learning curve of *888# users is being stimulated in this part. But, the dashboard helps users find and access essential features: Buy Internet Package, Buy Credit, Check Remaining Quota. This also serves as a bridge from the MyTelkomsel Basic app to the main MyTelkomsel app, providing easy access to features that are only available in the main app.
Learning curve of *888# users is being stimulated in this part. But, the dashboard helps users find and access essential features: Buy Internet Package, Buy Credit, Check Remaining Quota. This also serves as a bridge from the MyTelkomsel Basic app to the main MyTelkomsel app, providing easy access to features that are only available in the main app.
Testing & Impact
4 Focus Group Discussions Results
4 Focus Group
Discussions Results
More straightforward steps
Easy to use and learn
Can see the quota and pulsa upfront
Have covered most basic needs
Based On Report
+33%
Active Users
Jul-Aug 24