Introduction
The original Self-Service website was failing to meet the needs of both users and the organisation. It suffered from a confusing information architecture, fragmented content, and painfully slow page load times.
To address these challenges, we carried out a comprehensive UX audit combining qualitative and quantitative research. By analysing and documenting real user behaviours, we built a clear picture of their needs and pain points. This research became the foundation for a truly user-centred design approach.
Summary of findings
- The African market is incredibly data cost conscious
- 75% of all visitors are returning visitors
- 'Pay' and 'Clear error code' are the most popular functions
- A mobile first approach is paramount
My role
Information architecture • Wireframes • UI design • Manage tasks among team members: research gathering (customer habits/trends) & quantitative insights
Wireframing
Design
Quantitative
