My.Account
Designed and conceptualized a user-friendly mobile app for managing telecommunication accounts to ensure an intuitive and efficient user experience. Conducted a series of tests to fine-tune the app, maximizing user-friendliness. The app had 2+ million downloads, also earned the prestigious "Best Mobile Experience" award in 2014.
Overview
For the Telus app initiative, I played a key role in every stage, from conceptualization to the successful launch of the product. The project's goal was to create an innovative, user-centric app that stood out in the telecommunications industry, reflected by user satisfaction.
Strategic Vision to Execution
Throughout the project, it was fundamentally important to strategically place user needs and empathy at the forefront. This vision was to reimagine how users interact with their online management tools, with continuous design iterations based on user feedback. My responsibilities extended beyond conceptualization, including defining the app’s strategy, vision, information architecture, and aligning project goals with TELUS's broader objectives. Embracing Lean UX and Agile methodologies, I fostered a team environment that was adaptable and responsive to user feedback, exceeding user expectations.
Collaboration and Conceptualization
The project kicked off with a partnership with a development vendor to bring the concept of the Telus app to life, focusing on innovation and user needs. A significant early step was a design sprint workshop with my team's designers. This workshop was foundational in developing hypotheses for the app, prioritizing the minimum viable product (MVP) approach, and initiating sketch sessions to outline the initial concept. These early collaborative efforts set a strong foundation for the app's development, emphasizing functionality and user engagement.
Development and Testing
Transitioning into the development phase, a 24-hour development cycle was implemented, utilizing handovers between two geographic locations to ensure continuous progress and maximize efficiency. I worked with our vendor by compiling the wireframe and visual designs for the overall application to conduct research. Concurrently, I led comprehensive user research through multiple rounds, incorporating user interviews, card sorting, concept testing on wireframes, and usability testing on high-fidelity prototypes. This approach was vital for aligning the app's design and functionality with user expectations. Additionally, the establishment of an in-house user testing facility significantly enhanced our ability to integrate real user feedback into the development process, further emphasizing the app’s user-focused design.
Launch and Impact
The results of these efforts was the app's successful launch on both the Apple App Store and Android PlayStore, achieving over 2 million downloads—a testament to its acceptance and popularity among users. The app not only received higher ratings compared to competitors but also earned the prestigious "Best Mobile Experience" award from the Canada Post - E-commerce Innovation Awards in 2014, highlighting its excellence in mobile user experience.