Numero Documentation

Guidelines

UX Research

Define & Ideation

Key Product Features

Information Architecture

User Flow

Design System

Ui Design

Explore

Define & Ideation

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Project Overview

Project Name: Improve User Experience and Increase Adoption of Numero eSIM

Objective: To enhance the overall user experience (UX) of the Numero eSIM app by addressing pain points, streamlining the onboarding process, and improving user satisfaction to increase adoption and retention.

Problem Statement

Current Problem: Users of Numero eSIM are experiencing confusion during the onboarding process, difficulties in understanding available features, and frustrations with customer support responsiveness. Additionally, many users find the credit and rewards system complex and the pricing structure unclear, leading to lower engagement and potential churn.

Goals and Objectives

Primary Goal: Improve the usability and satisfaction of Numero eSIM by simplifying navigation, clarifying pricing structures, and enhancing customer support.

Specific Objectives

Reduce Onboarding Time: Simplify the user onboarding process to ensure new users can start using the app with ease.

Increase Feature Understanding: Provide clearer instructions and tooltips to ensure users are aware of the full range of features.

Clarify Pricing and Credit System: Present pricing and rewards more transparently to avoid confusion and increase usage.

Improve Customer Support: Reduce response times and enhance communication to better address user concerns.

Customer Requirements (Voice of the Customer):

Simplicity in Onboarding: Users want an easy and intuitive onboarding process without needing to go through extensive instructions.

Clarity in Pricing: Users require a clear understanding of the costs involved in purchasing virtual numbers, making calls, and sending messages.

Responsive Customer Support: Users expect fast, helpful responses to their queries and issues, with multiple support options.

Ease of Using Features: Users want to seamlessly use key features such as obtaining virtual numbers, sending messages, and making VoIP calls without confusion.

Reward System Understanding: Users seek a more straightforward system for earning and redeeming rewards in the Coin Center.

Project Scope:

In-Scope:

Streamlining the onboarding process for new users.

Enhancing UI/UX for key features such as obtaining numbers, managing credits, and using VoIP services.

Improving clarity in the pricing model for virtual numbers and other services.

Revising communication in customer support to ensure faster and more efficient responses.

Out-of-Scope:

Adding new features unrelated to the existing pain points.

Full rebranding of the application interface.

Metrics for Success:

Onboarding Time: Reduce the average time it takes for a user to complete the onboarding process by 30%.

Feature Usage: Increase the number of users utilizing multiple features (e.g., purchasing numbers, using VoIP, messaging) by 20%.

Customer Support Satisfaction: Improve customer support satisfaction scores by 15%.

Churn Rate: Decrease churn by 10% over six months.

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Ideation Phase : Problem Recap:

Key issues identified:

Confusing onboarding process.

Unclear pricing and credit system.

Poor understanding of features.

Slow customer support.

Complicated rewards system.

Solution Ideas

Onboarding:

Interactive tutorials and progressive onboarding to simplify feature introductions.

Social media login options for easier sign-up.

Feature Clarity:

Tooltips and video tutorials to explain features.

Feature discovery rewards to encourage exploration.

Pricing & Credit Transparency:

Simple pricing tables and credit breakdown for clarity.

Best rate recommendations based on user activity.

Rewards System:

Simplified rewards with clear instructions.

Gamification in Coin Center to increase engagement.

Customer Support:

Chatbots for quick answers and live chat for complex issues.

Support ticket tracking to enhance transparency.

UI/UX Enhancements:

UI simplification and customizable shortcuts for quick access to popular features.

Dark mode for better user experience in low-light settings.

Loyalty Program:

Introduce loyalty tiers and improve the referral program for added benefits.

Prioritizing Solutions :

Quick wins: Social media login, pricing tables, tooltips.

High impact: Progressive onboarding, live chat support.

Future improvements: Full rewards system revamp, gamification.

Next Steps :

Create prototypes for key solutions.

Conduct user testing to validate improvements.

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