Revamp Maxis App

After joining Maxis for 2 months, I was assigned to revamp the Maxis app. We found out that the old MMA app is a bit outdated to support business future requirements & also outdated in supporting the coming new launch product. With my product owner's help, he organised a mini workshop to gather all the feedback on what is lacking currently & what are the plans in their future roadmap.

Understanding business requirement & pain points

Old design having a big data wheel which occupied almost 60% of the screen, it can hardly allow businesses to promote multiple marketing campaigns (including personalisation & marketing campaign) at the same time.
New Maxis products allow users to have converged services, the old design with the switch line services cannot let users manage converged service in 1 single screen.
Improve deals browsing experience to support personalized deal offers.
Improve internet passes browsing experience, to have better categorisation & understanding on the internet passes.

Information architecture

I start off with creating the IA, this is effective for use to explore different ideation on how it can be effective for user to do self-serve with our app.

Wire-framing & Prototype development

In 1 month of working on the revamp design, I produced at least more than a hundred screens. Round & round of discussion with product owner & amendment to make sure it is able to cater business objectives with practicable user experience. Stitching every screen is a headache, but it is somehow important to build a prototype to showcase to stakeholder & developers. It helps to have an overview on how it looks for the final product & helps trigger discussion iterations before getting into final development.

Going through Agile Process to start the development

After we get green light from stakeholders, Product owner start create user stories for devs to kick start on the revamp. During the spring planning, I walked through with devs on the revamp design to gather their feedback in their technical point of view. After that we went into planning on how is the stories should go into priorities.

Here come the problem I encountered with Agile process

Due to the complexity of telco backend, & also because Maxis undergoing business transformation on it backend it becomes harder to request backend change for Maxis App revamp. Whatever that was being deprior had sunk into the sea & never came back. One of the main requirement that allow users to manage converged service has been deprior.

Usability Test

Due to the tight deadline we didn’t manage to run usability tests before we proceed with development. We run it parallel together when devs have started working on the development. At least we are still able to make improvements after we gather all the feedback from the usability test.

We hired Nielsen research company to run usability tests. My end prepare a set of guideline & brief Nielsen to ensure the usability test meet our overall goal. Before the testing start, I make sure the prototype is nearly similar to final product. We invited 10 respondents in total, respondents inclusive users from different telco, different races & different age ranges.

Feedback from respondents were very informative, from the observation we able to quickly realise when & why the respondents couldn’t complete the task & what was the mistake they made when carrying the task.

Complicated result

Report from Nielsen shows that the overall feedback from respondents was still very positive, most respondents were convinced the new design is simpler & easy to navigate.

Despite revamp idea was good & was proven in the usability testing however due to the backend limitation we can’t fully implement the overall experience as we proposed. What went live at the end didn’t tackle the some of the pain point on managing multi services. The rating of the app didn’t turn out to gain more positive reviews but glad that the rating was maintained at 3.8-3.9.

This revamp rolled out onJuly 2019. & there is again a requirement coming in asking to improve the experience of managing services.

Page updated

Google Sites

Report abuse