Reimagined Onboarding Experience

eSIM Activation Flow For The Next Million

Scope

User Research

Lean Re-Branding 

Product Design 

UX Writing

Goals

Reduced Time to Value (TTV)

Higher Completion Rate

System Learnability

Input Error Reduction

Scaleability & Increased Accessibility

Context

U* Mobile is a US-based Mobile Virtual Network Operator (MVNO). The company has grown by over 1100% in revenue since 2021, as eSIM technology enables a new model of online-only telecom companies.

With no brick and mortar locations, its digital experience services product marketing, onboarding and customer support functions.

For customers, instant eSIM activation is possible only if all of the following conditions are met;

(i)  User has an unlocked smartphone

(ii) Their device is eSIM enabled

(iii) They live in an area with stable network coverage.

This complex conditionality determines whether a customer is eligible for service on their network. Additionally, signup offers for new numbers and porting a number (transferring number to U* Mobile) vary significantly. This drives up Time to Value (TTV) which is the most significant impediment to new-customer activations in their current flow.

The challenge with a new onboarding flow was to distill brand messaging and design a product experience fit for the next million users. This required serving the widest variety of user personas devices, tech-literacy levels, as well as screen and compatibility.

Process

As the company entered an exponential growth phase over the last few years, significant design debt means that a cohesive design system was overridden by the need to ship the product faster. A clear split between marketing and onboarding goals as part of the activation flow was the first item on the agenda. The approach was to divorce excess promotional content from the onboarding flow, with enough details to guide a user through activation with as few steps as possible.

Detangling the service eligibility web was the second point on the agenda. A closely examined matrix of possibilities in the sign up flow revealed many false options. The revised flow determines device and service eligibility using system info as the application loads. Users immediately receive a note on compatibility and clearer service/product offers that they are eligible for.

This condenses the process to three steps, marking a 65% decrease. Cognitive load is further lowered by the system choosing the service package that matches best based on their location.

Outcomes

The revised flow promises only what it can deliver. Based on user outcome, as opposed to the offers and promotions, the new flow builds a stable system for onboarding future users, irrespective of temporary promotions - this standardization increases the learnability of the flow for repeat use.

'What-Ifs' concerning activation delays, data privacy and plans/ pricing are addressed, boosting user confidence and reducing support ticket load.

Increased system status visibility highlights what users can expect, including request processing times, time-elapsed, and customer support wait time. The company prides itself in category-leading online customer support. However, in the absence of clear communication highlighting its 24/7 human-agent support, users mistake it as an AI chat bot.

The brand lift and redesign offers increased readability with high-contract text set in sans serif. Two tiers of guide text offer increased support, and heightened user confidence as they navigate the onboarding flow. Larger font sizing and wider letter spacing for text fields reduces input errors and the the need for customer support.

Finally, push notifications on the device informs users of completion of the porting process. Failure of the system to complete the porting process by a preset time limit flags the account and alerts the user that customer support assistance is on the way.

No items found.
Reimagined Onboarding Experience

eSIM Activation Flow For The Next Million

Scope

User Research

Lean Re-Branding 

Product Design 

UX Writing

Goals

Reduced Time to Value (TTV)

Higher Completion Rate

System Learnability

Input Error Reduction

Scaleability & Increased Accessibility

Context

U* Mobile is a US-based Mobile Virtual Network Operator (MVNO). The company has grown by over 1100% in revenue since 2021, as eSIM technology enables a new model of online-only telecom companies.

With no brick and mortar locations, its digital experience services product marketing, onboarding and customer support functions.

For customers, instant eSIM activation is possible only if all of the following conditions are met;

(i)  User has an unlocked smartphone

(ii) Their device is eSIM enabled

(iii) They live in an area with stable network coverage.

This complex conditionality determines whether a customer is eligible for service on their network. Additionally, signup offers for new numbers and porting a number (transferring number to U* Mobile) vary significantly. This drives up Time to Value (TTV) which is the most significant impediment to new-customer activations in their current flow.

The challenge with a new onboarding flow was to distill brand messaging and design a product experience fit for the next million users. This required serving the widest variety of user personas devices, tech-literacy levels, as well as screen and compatibility.

Process

As the company entered an exponential growth phase over the last few years, significant design debt means that a cohesive design system was overridden by the need to ship the product faster. A clear split between marketing and onboarding goals as part of the activation flow was the first item on the agenda. The approach was to divorce excess promotional content from the onboarding flow, with enough details to guide a user through activation with as few steps as possible.

Detangling the service eligibility web was the second point on the agenda. A closely examined matrix of possibilities in the sign up flow revealed many false options. The revised flow determines device and service eligibility using system info as the application loads. Users immediately receive a note on compatibility and clearer service/product offers that they are eligible for.

This condenses the process to three steps, marking a 65% decrease. Cognitive load is further lowered by the system choosing the service package that matches best based on their location.

Outcome

The revised flow promises only what it can deliver. Based on user outcome, as opposed to the offers and promotions, the new flow builds a stable system for onboarding future users, irrespective of temporary promotions - this standardization increases the learnability of the flow for repeat use.

'What-Ifs' concerning activation delays, data privacy and plans/ pricing are addressed, boosting user confidence and reducing support ticket load.

Increased system status visibility highlights what users can expect, including request processing times, time-elapsed, and customer support wait time. The company prides itself in category-leading online customer support. However, in the absence of clear communication highlighting its 24/7 human-agent support, users mistake it as an AI chat bot.

The brand lift and redesign offers increased readability with high-contract text set in sans serif. Two tiers of guide text offer increased support, and heightened user confidence as they navigate the onboarding flow. Larger font sizing and wider letter spacing for text fields reduces input errors and the the need for customer support.

Finally, push notifications on the device informs users of completion of the porting process. Failure of the system to complete the porting process by a preset time limit flags the account and alerts the user that customer support assistance is on the way.

No items found.
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