Alice
NOS is a Portuguese telecom operator serving 3.5 million clients. The main goal of their digital products is to reduce contact center calls by empowering users to manage and resolve issues independently.
Cllient
AmpX
My role
UX/UI designer
Team
6 people
Year
2024
01
Problem
The contact center handles 82,000 monthly billing and payment-related calls, with 30% about invoice totals, 4% about payment cycles, and 15% about improper invoice format changes.
02
Challenge
By analyzing recorded customer calls, we identified key user pain points and formulated a central question to address these challenges.
"Using the customer service app as the primary digital touchpoint, how can we design a seamless, intuitive, and customizable experience that empowers users to forecast and understand their payable amounts while efficiently managing their billing and payment data?"
03
First round
The workshop brought together a cross-functional team from different areas of the company. As a UX/UI designer, my role involved facilitating the workshop in order to promote discussion, and contributing with previous insights from my daily work on the product.
We began by brainstorming insights from previous problem definition steps, and individually drafting our vision and possible solution. Then, as a team, we reviewed standout ideas from each proposal, collaboratively refining and selecting the strongest concept to prototype and test.
04
Testing concept
Our brand identity is clean, modern, and tech-savvy, reflecting the simplicity and convenience of our app. The colors should be simple and bold, with a focus on greens, reflecting trust and reliability. The logo should be clean and simple, with a strong, memorable icon that reflects our app's core functionalities.
04
User's feedback
Users found the invoice card too large, taking up valuable space, and suggested a "less is more" approach to reduce distractions. The bar chart in the main area was helpful, but users expected a more dynamic experience. The chart variation alert lacked perceived value, while the chart caption was clear. The comparator page, as designed, was not feasible, and users questioned if the detailed sentence should be moved up. Most preferred the list view, but it needed refinement based on IT feasibility. The billing period was understandable, though users suggested shortening the text and making it feel more cycle-like. Concerns were also raised about color choices for accessibility and whether the e-invoice and direct debit buttons should remain attached to the invoice card.
03
Impact and results
Since its launch in Q1 2022, the billing area has seen a steady +20% average quarterly growth, reaching 713K accesses in Q3.
The detailed invoice feature, introduced in September 2022, drove increased engagement, with 184K accesses in Q3—a +17% growth compared to the previous version without detailed information.
Launched in the same quarter, the invoice comparator gained traction quickly, achieving 27K accesses despite having no prior benchmark for comparison.
These results highlight a strong adoption trend, validating the impact of improved transparency and usability in billing management.
ANTÓNIO GARCIA
©
2024