Shilpa Work

B2B MOBILE APPLICATION

Client: Verizon

Role: UX Lead - UX/UI EXECUTION • USER TESTING & VALIDATION

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The Challenge

New IOS & Android app for B2B Customers

Design the Entire B2B Mobile Application enabling customers to Register/Sign In, Manage Accounts, Manage Data, View Orders, Make Payments and View Transaction History.

Unlike B2C customer where data shown on the app is pertaining to an individual/family, B2B app poses more complexity in terms of information shown. The target customers can be a Large/ Medium/ Small Enterprise with lines ranging from 5 to +1000.

View Detailed Case Study

Discovery

The first discovery process included indentifying the target customers sizes and the key functionalities that needed to be enabled for mvp.

The process started with classifying the target customers into small, medium & large businesses. Looking at large set of data from voice of customer, opinion lab and from call centers it was indicative that the target customers would be further narrowed to Small Businesses. After interviewing customers and looking through the feedback from other channels a set of five features were zeroed in for mvp. This was followed up with multiple brainstorming and prototypying sessions.

The Approach

Focus on enabling customers to Register/Sign In, Manage Accounts, Manage Data, View Orders, Make Payments and View Transaction History

The mobile application designed keeping the end user in mind starting from registering to executing a transaction.

The approach was to design a simple easy to use interface which allow user to interact & complete a task in minimum possible steps reducing the cognitive load.

Visual metaphors and navigation elements created a coherent flow making the findability effortless.

Keeping the forms as short and simple as possible by removing any unnecessary fields. Using auto-complete and personalized data where appropriate so that users only have to enter the bare minimum of information.

Registration & Account Design

Data shows 71% of the users drop if the registration/onboarding process is cumbersome. The entire process of registration was streamlined to reduce the steps & enter bare minimum information yet being secure.

User can easily manage account and also view the phone lines associated to the account.

Data Hub Design

Data Usage is one of the key attributes that the users wanted during the interviews. The design of the dial helped them understand their data usage at a glance.

Views were created which helped to see the data at the account level as well as individual phone lines level.

Billing Design

Decluttering and
Minimizing the user input

Used auto-complete and personalized data where appropriate so that users only have to enter the bare minimum of information.
Kept forms as short and simple as possible by removing any unnecessary fields.
Hand positions and grip influenced the placement of controls on the mobile design.