Airtel — Mobile app

2018

Product design

Airtel, one of the leading telecommunications companies in India, has embarked on a digital transformation journey to enhance its customers' experience. Airtel is updating its various online channels to improve their usability and visual appeal, making them more intuitive and visually consistent with the Airtel brand. The company's goal is to create a strategic message that adapts the look and feel of the Airtel app while reinforcing the brand's visual coherence, delivering a seamless and consistent experience to its customers.

Challenge

We aim to create an app that can effectively solve human problems, which is the most accurate definition of superior design. For this purpose, we have developed digital transformation guidelines based on human-centred research. This Discovery process is focused on three aspects: our internal business, the needs of our customers, and market trends. The goal is to inspire a design that helps solve human problems – which we believe is the most accurate definition of best-in-class design. To do so, we've built guidelines for digital transformation fueled by human-centred research. This Discovery process focused on internal business, customers' needs, and market trends.

Customer research

Thoroughly reviewed and synthesised 4896 online customer feedback comments about the app's legacy version

Analysed and documented 155 screens from the legacy version of the app to identify areas for improvement and optimisation

Conducted 59 comprehensive competitive and comparative audits to benchmark against industry standards and identify critical areas for enhancement

Engaged 16 participants in in-depth interviews, synthesised from 4 focus groups, to gather insights and perspectives on user experiences and preferences

What are the most common questions that our customers ask us?

1. Please display my account usage and remaining balance in a manner that facilitates my daily decision-making, particularly about my mobile data usage.

2. Present me with relevant offers when I require them.

3. Provide me with a more straightforward method to pay.

High-level user flow

Splash Page & Login

Easy to connect

To access the platform, users can quickly log in using a One-Time Password (OTP) code. This can be done seamlessly either through a mobile data connection or by connecting to a Wi-Fi network. This provides users with the flexibility to log in from anywhere without having to worry about the limitations of a single login method.

The user can quickly log in from mobile data or connect from Wi-Fi using an OTP code.

Connect from mobile data

Connect from Wi-Fi

Insert the OTP manualy

If the customer doesn't grant access to the device to read the messages, the device will not be able to retrieve the OTP.

If the customer doesn't allow the device to read the messages.

If the user doesn't allow the device to read the messages, he will need to insert a provided OTP.

If the customer doesn't allow the device to read the messages.

Terms & Conditions

DTH

DTH, or Direct-To-Home television, can receive satellite programs in an individual home using a personal dish antenna. The primary objective of the DTH section is to present all relevant information about features, benefits, plans, connection status, and program guides clearly and intuitively.

DTH stands for Direct-To-Home television. It is defined as the reception of satellite programmes with a personal dish antenna in an individual home. The main goal for the DTH section is to display all the necessary information regarding features, benefits, plans, connection status, program guide, in a clear and intuitive way.

Rent a Movie

Movies library

Movies

Movies library

Explore and rent your favourite movies from our vast library of films.

Quickly find and rent your favourites movies.

Find and rent your favourite movies.

Find and rent your favourite movies..

Movie Details

This feature will provide you with comprehensive information about movies.

See the detailed information about movies. The user can add to the watchlist and also have more options.

See detailed information about the movies.

Rent

Quick Rent

Rent and Quick Rent

The user can quickly rent by clicking the CTA button.

The user can rent even faster by clicking on the CTA button.

Add a Channel

Customise the layout

To customise the layout, you can use the pinch gesture to adjust the channel grid according to your preferences.

Use the pinch gesture to customise the channel grid.

Search for a top-up

Search for a Top-Up

The user can easily search for a specific channel to top-up.

The user can easily use the search to find a specific channel.

Subscribing to a channel is a simple process the user can easily accomplish.

The user can easily subscribe.

Outcome

The Airtel mobile app's transformation began with a thorough understanding of the end-users requirements. We analysed their needs and expectations and formulated a new design strategy that called for cutting-edge innovation. Our primary objective was to create an experience powered by the latest good design standards and, more importantly, human emotions and experiences. An app is only as good as its ability to serve its users, and this transformation demanded creative solutions. Through this revamp, we aimed to enhance the app's functionality, improve its usability, and create a seamless user experience that is both intuitive and engaging.

Collaborated with a talented group of individuals at CSG Experiences Practice - Gen Design Studio :)

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