Data usage sprint - design thinking

The problem: As a team we were given the problem of how to reduce out of bundle charges for customers.

We decided we wanted to ease data anxiety by informing the user about data and in turn reducing out of bundle costs.

The process: The responsive page was completed using the agile scrum method, with Design Thinking before the scrum commenced. We started by collecting various types of data (verbatims from calls & NPS, live chat, search, etc) and conducted customer interviews (to be user centric) in order to understand what customers know about data and the problems they encounter. We then went into persona building (says, thinks, does, feels), idea creation via post-it notes, sketching, crazy eights (voting on ideas), user stories, prototyping and user testing and then into scrum to produce the minimum viable product. We used daily stand-ups to access where the project was and to ensure there were no blockers.

The result: Out of the design thinking came a tips section on ways to manage data, a notification on data usage at 80 & 100% and knowledge on what 1GB data equates to. The attached is the full desktop/mobile designs.

This link was then texted out to new customers in their first month of contract to ease bill shock. Further to this the '1GB gets you all this' graphic was used in-store to promote data usage knowledge.