Pildyk.it UI/UX Development

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Tele2-1-1

Our task was to develop full pre-paid Pildyk.it telecom self-service platform from UI/UX design, usability testing to full development.

The Challenge

The competition in the Telco market here in Lithuania is fierce.

Every little detail can impact the number of clients – either losing or getting one. And there couldn’t be a more sensitive area than UX while topping up your phone bill online. That’s why the client forced us to fully analyze and understand what the faults of the old system had been and how we could significantly improve it.

We identified 3 main issues:

  • An out-of-date, non-interactive, unattractive and inconvenient design for the target audience (young people using mobile devices were the most sensitive group);
  • Difficulty to find information regarding offers and extra services and lack of CTA and conversion encouragement;
  • Inconvenient Top-up page and difficulty when logging into your self-service account.

All in all – Pildyk.lt comprised four fragmented environments that were seen as entirely separate products by the user.

One-Step Solution

Convenience that generates extra sales.

Our analysts carried out market research on available competing products and services. The results led to the conclusion that the whole web presentation should be oriented on more personalized services while generating extra sales without being too intrusive.

We managed to run prototype testing in the very early stage – both on the desktop and the mobile version. Tests showed some particular new angles on how to make UI more easy-to-use.

Let’s not forget the internal management system upgrade. We developed about 20 content administration modules, which led the information to flow more easily and without any interruptions of the programmers.

The self-service frontend was completely upgraded and its functions were integrated into one website. It became much easier to log in and to check the account balance, to manage the account, see existing services and to choose new ones resulting in reduced workload on customer call centers.

Also, we found some new ways to encourage the user to buy extra services without leaving the website or switching tabs.

The Functionalities

  • Different options of account top-up;
  • User self-service with a possibility to check and manage the account balance, and extra services;
  • Presentation of services and promotions;
  • Possibility to order mobile services;
  • Representation of relevant information (FAQ, service rates for inland and abroad, etc.);
  • Number transfer option; and
  • Different landing pages for special occasions (Christmas, Easter, Back to school, etc.)