Chua limin, kimberly yang, sim jia min di journal

Design interaction Chua Li Min - 1426359 Kimberly Yang -1450833 Sim Jia Min - 1426429

How can we improve the telecommunication service on an online platform?

Let us show you how we do it at Trevco.

what is trevco?

It’s the combination of “travelling” and ‘telco’’, a telco that is on the go. We are a new telco that is based in Singapore. One of our fea-ture is our easy and straight-forward site navigation. As all of our transactions are done online, our site is designed so that our consumers can get the best out of it. For example we have a section that enables travellers to get what they need, fast, affordable and easy without getting lost or confused about the navigation.

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Meet the users Name: Angelica Lim Gender: female Age: 18 yo Nationality: singaporean Reason for travelling: holiday Finds staying connected important?: yes Best / worst telco website: singtel / m1 Problems: too many plans offered, too costly Good points: easy to navigate

Name: Jacobsen Nickles Gender: male Age: 28 yo Nationality: foreigner Reason for travelling: business Finds staying connected important?: yes, to keep in touch with office Best / worst telco website: na Problems: too many ads via sms Good points: detailed rates and promotional packages

Name: Mark Yeo Gender: male Age: 30 yo Nationality: singaporean Reason for travelling: holiday Finds staying connected important?: yes, habit to always be connected, as well as to keep in touch with family in case of emergencies Best / worst telco website: singtel / starhub Problems: miscommunication of online info Good points: simple to understand

START 1.Home page of Starhub’s section for personal Not much to choose from the top

Feels kind of messy...

2. Scrolled down the page to find the roaming section.

3. The huge advertisement at the top of the new page feels very overbearing

4. Clicked on the tab for frequent travellers and ended up on this page Does this mean i’ll pay $50 if i get the Roam Easy 200MB or $40?

5. Plan for Blackberry overseas Not very relevant or what i want to se Not many people using BlackBerry anymoree.... ...

6. Available Coverage Ok, good to know...

7. Trying to actually get the service

Kind of troublesome...

Is there an alternative way of getting the plan?

END

START

1. Homepage of SingTel

2. Found something related to travelling from dropbox

Mobile seemed like a head catergory for phone models.

Feels kind of annoying...

3. Many different plans shown and listed with explainations below Too many options, too many words. Kind of troublesome to look through everything to get what i want.

END

START 1. Homepage Sees roaming straightaway.

Easy to see and choose base on end goal.

2. Roaming

Kind of nice that they have a section for this, but seems to have many options that are too wordy or things i am not looking for.

3. Visiting Singapore

4. Going Overseas Easy to understand without too many things bombarding my eyes.

5. Data Roaming They kind of display what they are promoting instead of what i really want...

6. $15 Unlimited Data

Good! A good glance of coverage available. It even shows me the telco partnered up with in the country!

Activation

Wow an easy to understand illustration. Easy activation!

Deactivation They even have alternative activation methods.

END

Home page

$ Prices iPhone 6s plus 128GB Pay $0 + $239.90/month Pay $1158 + $27.89/month

Cute advertisment to attract attention to the main point

illustration of highlights of web site.

Eg. Easy navigation - show the icon that the website use

Samsung Galaxy S6 128GB Pay $0 + $239.90/month Pay $658 + $27.89/month

LG G4 32GB Pay $0 + $239.90/month Pay $568 + $27.89/month

hi! SIM Card Pay $8 and get $10 value Pay $38 and get $38 value + FREE 1GB Local data Pay $50 and get $50 value + FREE 5GB Local data

Clear illustration to enhance the search

hi! Data SIM Card Pay $20 and get 5GB Local data

Positive points 01

02

Clear cost shown for plans.

Rates are stated clearly.

Negative points 01

Clear description of the SIM card

02

- Putting“Roaming” option under

“Mobile” may be a little misleading.

Some people may take “Mobile” as catergory header for list of mobile phones and plans for sale.

available, listed with explanations below, but troublesome to scroll through the whole long list to

Overall review

Home page

Prices iPhone 6s plus 128GB Pay $99 + $220/month Pay $1158 + $27.90/month

Samsung Galaxy S6 128GB Pay $0 + $220/month Pay $849 + $27.90/month

illustration of highlights of web site.

Eg. Easy navigation - show the icon that the website use

LG G4 32GB Pay $0 + $82.90/month Pay $499 + $27.90/month

Happy Prepaid SIM Pay $8 and get $10 value Pay $15 and get $18 value + FREE 100GB Local data

For tourist Happy Prepaid SIM Pay $50 and get $50 value + FREE 100GB + 5GB Local data

Easy to navigate around, Headings of pages are clear and easy to understood, layout is simple with clear boxes with heading

Happy Tourist Pack Pay $32 and get $18 value + 500 Local SMS + 120 Mins Local outgoing calls + FREE 100GB + 1.2GB Local data + FREE 30-Day LINE/WeChat plans + FREE 4G Booster + FREE 30-Day Incoming calls

Positive points 01 Available in 4 different language

Negative points 01

Annoying big heading with pictures, user have to scroll down abit more to see what they want

02

After clicking Prepaid plan, lead to this page too much option to choose, confusing

03

Confusing at times Link back to same pages

Overall review

Home page

Clear icons, easy on eyes

illustration of highlights of web site.

Eg. Easy navigation - show the icon that the website use

Under ‘visiting Singapore’ : Clear cut in options and page is not overloaded with things like adverts etc. nothing unnecessary.

Easy to choose

Easy to navigate around

Negative points Need more organisations of products Needs a little differentiation in points to make things more appealing.

Going overseas tab Data roaming choice.

Daily plans. perhaps need to put option which people would look for first instead of something that they are promoting.

Straight forward but list of option needs to be

a bit more obvious and separated and distinct from description and heading

Overall review

START Clicked on mobile, but got lost instead

END

Clear cut pricing and easy recognition of countries available

START

1. Homepage It’s a little overwhelming and distracting..

Used the search bar, but it came up tith promos instead of what i wanted.

Easy to navigate my way but not all information was translated

END

Lost in translation on page

Clicked on “Zonal Roaming Plan”

END

Brought to a new page

Instructions on how to use the plans, a bit confusing

01

easy to understand choices and variety

It is important to have a wide variety of options for your consumers. But it can be a big turn off point if there are too many options that overwhelm you in a page. It helps if consumers could customize their plans/preferences. A flexible telco is one people would enjoy.

02

Easy and fast navigation around site

Travellers most of the time do not like to spend alot of time getting simple things like a sim card or a roaming plan. Navigation needs to be fast, in as little steps as possible, and clear and not link back to previously visited pages that do not help.

03

no language barriers

Language barriers can cause people to leave your site. If language doesn’t change site completely, it can be a big turn off point for customers. Don’t assume that people will google translate things that you haven’t properly communicated to them . Having good language options will widen your consumer range.

04

helpline

When people fo get lost and need help when going around your site, it helps when you have a helpline, or rather a help bot that can answer the queries of your consumers.

It shows that you are willing to and are ready to help 24/7.

05

not too many advertisements People can get annoyed when there are too many advertisements especially when there are too many unrelated advertisements.

06

Too many words, not enough illustration

Many times have the websites flooded us with too much information in too many words. Especially in instructive pages where for example, you are telling the consumers how to activate something, it helps them understand alot more clearly with illustrations.

NAME:

DESCRIPTION: Curious.

Constantly updated.

Charismatic.

QUOTE: “Where to now?”

WHO IS IT? James is a 28 years old Australian. Usually travels around Europe and Southeast Asia. Has been in Singapore for stopovers before but never really stayed. Communication with family overseas is very important to him. James likes to be updated on the news and happenings of the world everyday.

NEEDS & GOALS Check up the news and stay connected with family.

Data limit musn’t be too small.

Sim card must be cheap as main spenditure is planned to be spent on shopping.

MOTIVATION As he’s never been to Singapore before, other than for a stop over, he wants to know more about the plans the telco can offer him. Especially sim card plans. Expects easy navigation without any miscommunication or confusing descriptions.

PAIN POINTS James likes to get to the point when looking for information about something. He regularly checks and updates his social media account and news sites.

When something is what James considers overpriced, he would check the reviews about the service.

What are the telcos available in Singapore ? Let me go google it.

Telcos in Singapore

ASK TREVCO

Personal

Business

search . . .

Promotion

Roaming

Sign up

About

Sign up

About

Sign up

About

login

sign up

There are so many telcos available, which is better?

Trevco is on the top of the list, let me click and see

ASK TREVCO

Personal

Business

Ro

a min g

Promotion

search . . .

Si m About us

Card Contact us

po

login

c k e t w ifi

sign up

MOBIL

other head

Apple

Samsung

View More

View More

$ Price plans & Value

LE

SEARCH

dings

LG

Blackberry

View More

View More

Bundles $

Ask Trevbot

Card sorting

Task:

You are an Australian travelling to Singapore for 7 days and is looking for a prepaid sim card plan for your stay here in Singapore

NAME:

DESCRIPTION: Curious.

Constantly updated.

Charismatic.

QUOTE: “Where to now?”

WHO IS IT?

James is a 28 years old Australian. Usually travels around Europe and Southeast Asia. Has been in Singapore for stopovers before but never really stayed. Communication with family whilst overseas is very important to him. James likes to be updated on the news and happenings of the world everyday.

NEEDS & GOALS

Check the news and stay connected with family.

Data limit musn’t be too small.

Sim card must be cheap as main spenditure is planned to be spent on shopping.

MOTIVATION

As he’s never been to Singapore before, other than for a stop over, he wants to know more about the plans the telco can offer him. Especially sim card plans. Expects easy navigation without any miscommunication or confusing descriptions.

PAIN POINTS

James likes to get to the point when looking for information about something. He regularly checks and updates his social media account and news sites.

When something is what James considers overpriced, he would check the reviews about the service.

END

Task:

You are a Singaporean travelling to Australia for 7 days who wants to customize your own plan to include 100 sms, 60 mins calltime and unlimited data

NAME:

DESCRIPTION: Blogger.

Food lover.

Fussy.

QUOTE: “I love sharing photos” WHO IS IT?

Janet is a 23 years old Singaporean. Has only travelled with her family within Asia. Updating her social media with her travel photos is very important to her. Likes to always stay connected with her followers on her blog at all times to keep her view count up.

NEEDS & GOALS

Check social media and update blog.

Data limit musn’t be too small.

Sim card must be cheap as main spenditure is planned to be spent on cafe hopping.

MOTIVATION

This is her first time going to Australia, so it is especially important to her to document her journey there, while keeping her followers updated about her adventures. She needs a telco website that is easy to navigate as she gets confused easily.

PAIN POINTS

Janet likes services which are straight to the point and are simple to use because she doesn’t like wasting time trying to figure out how things work.

END

ke y improvements

before

After

Was a bit confusing to user as to what exactly is regular plans.

Added short description for further clarification.

before

After

Added a ‘counrty’ bar for users to choose their area of coverage.

before

After

Changed custom plans to a slider system where price is shown concurrently with when sliders are moved. Easier to see the price range/difference rather than going in blindly and trying options one by one. Added a budget option as well.

before

After

Had credit card page to be more realistic and to have a mailing system where users are more certain of their delivery.

Navigating around InVision 1. Click on the ‘Learn’ tab

2. Get started?

There’s video tutorial to help.

3. Videos to guide users on how to use InVision

There’s so many video!

4. More videos

5. FAQ

6. Create new prototype

7. Platform type

I can drag & drop my Ai file to create a prototype!

8. Able to drag in files to start creating a prototype

9. Guide through InVision

10. More guides

How am i going to create my button?

11. How the page looks like : only one tool bar at the bottom, with a few tools

12. Creating hotspots Not easy to use.

Navigating around JUSTINMIND START

1. Opening a new prototype

2. Select platform for prototype

3. Option to start prototype as a new file or to build on images or provided examples

4. Loading

5. Getting started

6. Guide through JUSTINMIND There’s a guide for me to understand how the software works !

7. More guides Okay, quite a few more guides to go...

8. Start Prototyping Finally can start prototyping!

9. Drew a box using the rectangle tool from the widgets section and added events to the box

10. A small how to pop-up to show the user how the event added works

Wow, there are so many options!

11. There are many options to create an event

12. After creating my prototype’s layout, I can see how my prototype works by clicking on the ‘Simulate’ button

Why we chose Justinmind

1

Justinmind has what we need, and we can create our own widgets using their software. With Justinmind, we managed to create our own slider bar for our website.

Invision on the other hand, does not provide the slider bar as a premade widget and also does not allow us to create one.

2 The functions and widgets are nicely displayed in the sidebar for Justinmind, making it easy to use their software to edit the mockup.

Whereas Invision only has a small slim bar for editing at the bottom of the page, making it very difficult to edit the page because of how limited the toolbar is. They do however provide functions such as live sharing where users can edit the mockup together in real time.

3 Justinmind has a user friendly interface with the simulative functions clearly labeled, letting users like us know what each function does and how they work.

Invision’s interface for simulative functions on the other hand is very confusing because the hotspots are difficult to understand and utilize as a simulative function.

InVision negative points

Although InVisions provide many tutorials, their interface remains difficult to understand how to use.

Moreover, their trial version only allows one page of mockup, which does not allow us to really simulate our telco website, making it not very useful for our project. Although the trial version is free forever.

Justinmind plus points Justinmind also provides a very informative list of how each function works when in simulation individually and what it can be used for.

Justinmind also provides various portals for helping to clear confusion on how to use its software to creat mockups.

Another plus point of Justinmind is that they have great samples of prototypes using their program, their mockups can also be simulated on tablets and phones.

Task:

You are an Australian travelling to Singapore for 7 days and is looking for a prepaid sim card plan for your stay here in Singapore

Task:

You are a Singaporean travelling to Australia for 7 days who wants to customize your own plan to include 100 sms, 60 mins calltime and unlimited data

Logos Development

1

This logo represents what our telco is about very explicitly, with a phone and a luggage in each of the mascot’s hands.

The luggage implies that we are a telco that is easy to use while on the move, and that we cater to travellers’ needs by being on the go.

This was not chosen as the final logo in the end because it was too complicated.

2

This logo is a simple design using graphics to form a word as well as using fonts to make the logo interesting and aesthetically appealing.

The interlinking of the ‘C’ and ‘O’ represents the connectivity of our company with our customers, by helping them stay connected with each other and us.

We did not choose this because we felt that it was a little too plain.

3

This was the final logo we came up with after many times of revisions.

The font we chose is interesting but still easy to read, and we added a light blue background to the logo as a way to show our branding color.

We added the little mascot into the logo to inject some fun into our brand because our target audience, treavellers, are usually fun and easy going people.

1.

Before

Original homepage had a slash in it which did not fit the style of our website as there was no other slashes seen after seeing it on the homepage.

After

Change the style of advertisements to something more suitable and straight.

Also added an additional advertisement that shows appeal to travellers.

2.

After

3.

Changed the pictures chosen and how words are placed to enable users to read at a glance and not have to look around to read.

After

More understandable pictures chosen to avoid users feeling like they are doing something elaborate, complex and something out of a construction site.

4.

After

5.

Added delivery address confirmation for reference and checking.

After

Added a paypal page.

6.

After

Changed credit card button and removed card that isn’t very popular.