SUPPORTING EXISTING USERS:T-MOBILE   online                    PUJA PARAKH                         MARCH 2011
PUJA PARAKHphotographer | roller derby widow | MS HCDE @ UW
T-MOBILE GOALS &PRIORITIES?First and foremost: Goals!Consider what we want:   Upgrade existing users phones/contracts?   R...
SCENARIO                             Best Gift Ever!   MyTouch 3G Slide!                       Wants to learn about texting!
TALK TO ME!
T-MOBILE HOME PAGE           support             8%           coverage   Almost 80% of the             14%      attention ...
POLITE COMPUTING“If we want users to like oursoftware, we should design it tobehave like a likeable person:respectful, gen...
If I am shopping, I get great info!If I am NOT shopping, then I     am not being talked to                      DON’T MAKE...
Too many decisions and      inconsistent info!guide YOUR USERS!
talk toYOURUSERS!
PROPOSEDSOLUTIONS
Start                                                                Coverage                Are you an                No ...
POLITENESS = USER FOCUSinterested in me = REMEMBERS MY PREFERENCES           perceptive = MAKES GOOD GUESSES AT WHAT INFO ...
WELCOME PAGE     Interested in a                       Welcome Returning     device for your                            Us...
SUPPORT TAB                          Support         Me           Shop          Community      Services                   ...
EFFORT             VALUE            PEOPLE WILL SPEND AN AMOUNT OF    effort ON THINGS THAT IS IN PROPORTION              T...
OTHER CONSIDERATIONS•  Observe users to identify whether there is a need for this information   directly from their device...
THANK YOU            E-mail: hello@pujaparakh.com            Web: http://ux.pujaparakh.com            Twitter: @pujaparakh
Improving the User Experience for existing users of T-Mobile
Improving the User Experience for existing users of T-Mobile
Improving the User Experience for existing users of T-Mobile
Upcoming SlideShare
Loading in …5
×

Improving the User Experience for existing users of T-Mobile

1,157 views

Published on

This was a *quick* presentation I gave when asked how to improve the support on T-Mobile for users of the MyTouch Slide phone.

Published in: Design
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
1,157
On SlideShare
0
From Embeds
0
Number of Embeds
202
Actions
Shares
0
Downloads
0
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Improving the User Experience for existing users of T-Mobile

  1. 1. SUPPORTING EXISTING USERS:T-MOBILE online PUJA PARAKH MARCH 2011
  2. 2. PUJA PARAKHphotographer | roller derby widow | MS HCDE @ UW
  3. 3. T-MOBILE GOALS &PRIORITIES?First and foremost: Goals!Consider what we want: Upgrade existing users phones/contracts? Reduce calls to customer support centers? Create loyal fans who will evangelize T-Mobile? ANY REDESIGN MUST KEEP overall site goals IN MIND
  4. 4. SCENARIO Best Gift Ever! MyTouch 3G Slide! Wants to learn about texting!
  5. 5. TALK TO ME!
  6. 6. T-MOBILE HOME PAGE support 8% coverage Almost 80% of the 14% attention is geared towards new users But what about sales 79% existing users?
  7. 7. POLITE COMPUTING“If we want users to like oursoftware, we should design it tobehave like a likeable person:respectful, generous, and helpful.” – Alan Cooper
  8. 8. If I am shopping, I get great info!If I am NOT shopping, then I am not being talked to DON’T MAKE IT difficult … GUIDE YOUR USERS!
  9. 9. Too many decisions and inconsistent info!guide YOUR USERS!
  10. 10. talk toYOURUSERS!
  11. 11. PROPOSEDSOLUTIONS
  12. 12. Start Coverage Are you an No Shop Online existing user? Yes What Device Are You Using?RECONSIDERTHE Welcome T-Mobile Device User Would you like to? ShopPROCESS Learn about CoverageFLOW Manage No Device Support Is it personal? (manuals, how-to) Bills, Minutes, Activate
  13. 13. POLITENESS = USER FOCUSinterested in me = REMEMBERS MY PREFERENCES perceptive = MAKES GOOD GUESSES AT WHAT INFO I WANT NEXT forthcoming = DOESN’T HOLD BACK USEFUL INFO self-confident = DOESN’T ANNOY ME WITH QUESTIONSresponsive = NOT TOO DEMANDING & THERE WHEN I NEED IT
  14. 14. WELCOME PAGE Interested in a Welcome Returning device for your Users! needs? Manuals, Payment, Forums Start Here
  15. 15. SUPPORT TAB Support Me Shop Community Services Discussion My account Packages Support Forum Knowledge My settings Phones Base Devices (new window) Plans Ringtones
  16. 16. EFFORT VALUE PEOPLE WILL SPEND AN AMOUNT OF effort ON THINGS THAT IS IN PROPORTION TO THE value THEY PERCEIVE Users will spend more time and energy at T-Mobile.com if they find value in the information being provided
  17. 17. OTHER CONSIDERATIONS•  Observe users to identify whether there is a need for this information directly from their device. If so, optimize the site!•  Do users need to share support info to others? Make it easy to do so.•  Is the discrepancy from the main tmobile.com site to the knowledge base forums navigation intentional? Should it be a more seamless process?
  18. 18. THANK YOU E-mail: hello@pujaparakh.com Web: http://ux.pujaparakh.com Twitter: @pujaparakh

×