Airtel — Offices B2b

2018

User Experience

The process of buying B2b SMBs (small and medium-sized business products) on B2b platforms is somewhere between being B2b-oriented and B2c. While some providers still rely on the traditional "leave a lead and I will call back" approach, others are adopting the self-serve online checkout process that is more commonly seen on e-commerce websites.

Challenge

The main objective of this project is to identify and cater to the unique requirements of B2b SMBs by offering them customised product bundles. With the help of our latest UI library, we aim to deliver an intuitive and user-friendly interface that will enhance the overall user experience. This project resulted from our previous journey, where we faced several challenges due to the outdated UI library and poor user experience. We are confident that this new and improved approach will lead to better client outcomes.

What we know

45%

Of India’s GDP is contributed by micro to medium-sized enterprises. Almost 3x that of Corporate India.

95%

Of businesses in India have 1-5 employees.

19%

Annual Revenue Growth Rate achieved by micro to medium-sized businesses Engaged online vs. 11% for those offline.

51%

Of Digitally Enabled micro to medium-sized businesses have a customer base that extends beyond their city’s boundaries.

68%

Of micro to medium-sized businesses are Offline. Only 2% are engaged online.

User-flow

The existing workflow at Airtel's offices is functional but may not include all the necessary installation and business details information. Therefore, we have taken the initiative to redefine and elevate the overall product experience to ensure it meets the highest standards. We are committed to providing a more comprehensive and efficient workflow for all product lifecycle aspects. We aim to deliver an exceptional experience to our customers, one that is seamless and hassle-free.

Landing Page

This landing page is designed with the primary objective of showcasing the various product bundles available to businesses. Our goal is to entice customers to choose our products, and our bundles offer the best value for money. Additionally, sections offer helpful guidance on placing orders and provide further information about our products. We strive to make our website user-friendly and informative to deliver a seamless customer experience.

Check Feasibility

Once customers choose a bundle, they must verify whether broadband installation is feasible at their address. If installation is impossible, Airtel will collect and keep their business information on record. When broadband installation becomes available, Airtel will contact the customer to proceed with the installation process as soon as possible.

Build Your Bundle

Along with three main fixed-price bundles, Airtel offers a Build Your Bundle option that allows businesses to customise every product to their specific requirements. This option empowers businesses to select the services they need without having to pay for services they don't need. It's a super easy and flexible solution that allows businesses to create a bundle tailored to their unique communication needs.

Outcome

In response to the project's purpose and requirements, I took the initiative to create a new user flow. I thoroughly analysed and reevaluated the entire user experience and functionality, keeping in mind the findings provided by the research team. I designed wireframes for the Landing Page, Check Feasibility, and Build Your Bundle pages to execute my new vision. These wireframes were carefully structured and designed to ensure that the project's key focus - selling bundles to small and medium-sized businesses - was effectively communicated. By rethinking the entire user experience, I created a more user-friendly interface that is intuitive to navigate and brings the focus to the products.

© 2022 Cristiano Loureiro All Rights Reserved.