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
SCENARIO Best Gift Ever! MyTouch 3G Slide! Wants to learn about texting!
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
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
WELCOME PAGE Interested in a Welcome Returning device for your Users! needs? Manuals, Payment, Forums Start Here
SUPPORT TAB Support Me Shop Community Services Discussion My account Packages Support Forum Knowledge My settings Phones Base Devices (new window) Plans Ringtones
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
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?
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