Problem Analysis: Secondary Accounts, Primary Frustration

The Airtel app currently prioritizes displaying information for all linked Airtel accounts on the home screen, regardless of which account the user is actively using. This design creates a confusing and frustrating experience for new users, especially those with multiple linked accounts. Users struggle to find critical information about their primary account, such as remaining data balance and recharge expiry date, because it is buried amongst details for secondary accounts. This can lead to anxiety and a sense of needing to search extensively for basic information. To improve user experience and satisfaction, the Airtel app needs a redesign that prioritizes displaying information for the user’s primary account on the home screen. Secondary accounts can be accessed through a designated tab or section, allowing users to easily switch between accounts and manage them effectively.

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