Projects
Resume
Problems
Identify user needs for mobile operator services in the banking app
Research the convenience and clarity of the eSIM purchase process
Investigate the usability of the number details display
Evaluate customer attitudes towards autopayments
Try eSIM and share impressions
Team
Our design team consisted of 5 UI/UX designers
Methodologies and Artifacts
For this project, we adhered to the Double Diamond design process and completed the following activities:
Business interview with the Stakeholder
Competitors analysis
User interviews and Survey
User persona and CJM
Lean Canvas, AARRR, VPC
Prototyping and User testing
Presentation of solutions and proposals for their metrics
10
competitors were analyzed
22
in-depth interviews were conducted
135
people participated in the survey
Based on the collected data, we created 2 User Personas (Monobank client and external user) and developed 2 Customer Journey Maps (the eSIM purchase process through the app and the eSIM usage process within the app).
Lean Canvas
Value Proposition Canvas
Value Proposition
Gain Creators
Unlocking rewards through interactions with eSIM
Ability to choose an operator and tariff plan when purchasing an eSIM
Custom number selection
eSIM can be activated via Airalo in 150 countries
Option to set up auto top-up from a Monobank card
Support for multiple numbers in one place
Support service for inquiries
Manage multiple numbers from different operators
Buy a eSIM without leaving home
One-click eSIM installation
Gains
Stay connected while traveling abroad
Ability to have a custom number
Feeling of control through the purchase and activation of eSIM
Not worrying about account top-ups with auto-replenishment
Not needing to take additional actions or install other apps for managing numbers, as all numbers are in one place
Automatic account replenishment
Buy a eSim without leaving home
Earning rewards for additional interactions with the app
Products & Services
Support for multiple eSims in the app
Purchase eSIM within the Monobank app
Top-up your number through Monobank
Transferring an existing number to eSIM (Lifecell only)
Viewing balance, tariff, remaining credit, and expenditures across all eSims
Customer Job(s)
Purchase an eSIM
Check balance
To transfer my number to eSIM with the operator of my choice
To transfer a number to eSIM
Pain Relievers
Explanation about eSIM support for specific phones
Tracking balances and remaining internet, minutes, and SMS across all numbers from different operators simultaneously
Assistance in resolving technical issues related to the phone and operating system
The ability to purchase a eSIM from a Ukrainian operator while abroad
Convenient interface/flow for purchasing
Straightforward eSIM installation
Reminder for low data balance
Pains
Long wait times for eSIM activation/transfer
Difficult eSIM installation and activation
Confusion about what eSIM is and how it works
Inability to purchase a physical SIM card abroad
Charges for additional internet are applied before the tariff ends (data runs out)
Confusion about how to use two SIM cards
Uncertainty about what to do if the phone is lost
Need for multiple apps for each provider to track balances
During our research, we identified 12 problems which we prioritized and focused on 6 of them. After the brainstorming session, we created prototypes that were tested with users. Based on the feedback received, we developed final solutions.
Issues
Users of Monobank are not aware of the option to purchase eSIM within the app
Distrust of the autopay feature
Metrics for Tracking Success
UTM links
Referral conversion rate
Issues
When purchasing an eSIM, there is no information about whether this function is supported by the phone.
of users are unsure if their phone supports eSIM
of failed tests of the current solution in Monobank
Metrics for Tracking Success
Number of support inquiries
Number of eSIM purchases from phones that do not support it
Customer satisfaction index
Issues
Difficulty accessing tariff information.
of eSIM users are unaware if there are tariff details in Monobank
completion rate for finding tariff details after redesign
Metrics for Tracking Success
Number of support inquiries
Customer satisfaction index
Issues
Users forget to top up their account because there are no notifications.
10/22
users experience insufficient tariff notifications
90%
of users successfully completed the solution testing
Metrics for Tracking Success
Number of notifications viewed
Number of users who enabled notifications
Average notification setup time
Issues
Activated eSIM is not displayed
The "Install eSIM" function remains active after installation
Unclear error screen
completion rate before redesign
completion rate after redesign
Metrics for Tracking Success
Number of support inquiries
Customer satisfaction index
Issues
Lack of settings for configuring auto-payment conditions and payment confirmation notifications
The next payment date does not account for the early replenishment date
After purchasing a new number, the added auto-payment does not display, and there is no list of active auto-payments
of respondents indicated that they would like to enable early auto-replenishment when their data is exhausted or their balance reaches 0
of users consider the ability to configure auto-replenishment confirmations important
Metrics for Tracking Success
Clickthrough rate
Number of support inquiries
Customer satisfaction index
In conclusion, over the course of 1.5 months, we thoroughly researched and addressed user needs, resulting in the development and presentation of six tailored solutions to our client. Our recommendations, aligned with the AARRR (Acquisition, Activation, Retention, Referral, Revenue) framework, focus on enhancing user acquisition through targeted marketing, optimizing the activation process with intuitive design, improving retention via personalized notifications and support, encouraging referrals through a rewards program, and driving revenue with seamless eSIM integration and management. This comprehensive approach ensures a robust and user-centric experience, positioning our client for sustained success.