CLARO BRAZIL - APPLICATION
Claro Brazil is a mobile, satellite-television, fixed and broadband telecommunications operator serving Brazil.
Overview
By company changes and customer security, it was created and implemented an alternative login and sign up in application. The login and sign up consisted of inputting the mobile number and receiving a verification code.
COLLABORATION
I was the sole Product Designer on an Agile team composed of 3 developers, a product owner, a scrum master, a quality engineer and a product manager. I was responsible for determining the overall design direction of the project, collaborating with the rest of the team on ideation.
design process
My design process consisted in:
Empathise: Stakeholder interview, journey map, competitor analysis.
Define: Problem statement, user journey, persona.
Ideate: Information architecture, user flow.
Design: High fidelity prototype, visual design.
Test: Improvements, Google Analytics, usability check.
Tools: Figma, Miro, Microsoft Office.
solutions
Usability testing done before I started the project showed that users didn’t remember the password and the process to reset it was difficult. We decided to make available to the client an option to do the login without password and email.
Understanding the persona, problem statement and user journey, I suggested implementing two options to login in the app. One inputting email and password and another one inputting the number and receiving the verification code. Both options could be set in the application settings.
challenges
During ideation, we went through several different design concepts due to difficulties in development and the short time for implementation. As a result, we had to change some solutions in the final design.
results
Because users were now able to login via mobile number, the number of active clients increased by 70.506K (6.399,537 - 6.470,043) in the first month. The application had more downloads in the same period.
Outcome
Because of this project, we realised the importance of prototype testing for exploring new design concepts, keep updating in new technologies and user problems.