top of page
UX Process Involved
Competitor Analysis and Surveys
Problem Insights
Optimising the End-to-End Digital Experience to Drive Engagement and Sales
Role
Client
: Senior Technical Lead – UX Design
: Major Telecom Company
Business Goal
Improve the overall user experience across a major telecom website to increase customer engagement and boost online sales.
My Role and Responsibilities
My responsibility included aligning the requirements with the business objectives, Conducting User Research, research, developing multiple use cases for each requirement, creating wireframes, and getting approval from the client. I then designed high-fidelity mockups based on their standard style guide and finalised the design after securing client approval.
Gathering Requirements
As a Technical Lead, I am responsible for identifying UX gaps in existing websites and gathering requirements to guide user experience improvements.
Gathering Requirements
Combo Deals are not matching expectations in terms of sales, and more drop off.
-
Ambiguous Content about Deals
-
The User's Mental Model does not Match
-
Low Perceived Deal Value
-
Ambiguous placement of deals
-
Excessive Cognitive Effort
Design Solution
-
Reframed deal content with simpler, benefit-driven language
-
Reorganized layout to better align with user scanning patterns and priorities
-
Emphasized perceived value through savings badges and comparisons
-
Simplified the flow to reduce friction and decision fatigue
-
Applied visual consistency using Verizon’s UI standards to reinforce trust and clarity
Metrics after Redesign
-
Conversion Rate
- 13% Increased purchasing combo deals after redesign -
Drop off Rate
- 20% decrease in drop-off during the purchase journey -
Time Completion Rate
- 18% increased due to understanding and purchasing the combo deal
bottom of page