Transforming Telecom Services With UX UI Design

Digitization has introduced us to constant innovation in the way we communicate with each other. On the other hand, the telecom industry has seen a concerning drop in calls and SMS traffic. As innovation won’t slow down, the only real solution left is for the industry to accept the challenge and transform its services through UI UX design.
A good user experience backed by a strong business strategy can yield results that could transform your business. Just like how Airbnb now credits their UX for taking them from a failing startup to a billion-dollar business. Before we get into how UX design for telecom could help them, let’s take a look at what they famously get wrong in the first place.

Transforming Telecom Services With UX UI Design

Where Telecom Services Lack Good UX UI Design

Unfortunately, the telecom industry at times has failed to provide constant network facilities to its user multiple times. Saying “Let me call you back, I’m not getting a good signal” is still a common occurrence for many.

Some of the other areas where telecom services have lacked good UI/UX design are as below:

Cumbersome Customer Support:

Providing impeccable customer support is of utmost importance if you want your user experience to be top-notch. A user who feels neglected will not come back.

Overwhelming Consumers with CTAs:

How UX UI Design Can Transform Telecom Services

Simplifying the user journey:

Take for example Divami’s redesign of Airtel’s app for their customers in Bangladesh. Introducing new features like digital payments, ticketing, social connections without overwhelming the consumer was the main goal.

As you can see, the Airtel UI design was given a much smoother feel, to increase customer retention. The UI doesn’t immediately overwhelm the consumer and navigation appears simple.

To increase glanceability and improve the customer journey, data visualization was simplified. This made sure customers didn’t feel like they needed to dig deeper until they finally understood what’s happening. At a glance, you can tell what your plan comprises and how much you’ve used.

Implementing chatbots for customer service:

Implementing an optimized chatbot would enhance customer service to a whole new level, making sure that customers don’t have to spend 20 minutes just to be able to connect with an agent.

Salesforce research tells us that 89% of consumers are likely to make more purchases after a positive customer service experience.

Putting user data to use:

Any UX designer understands the importance of user data. Take Divami for example. Whilst trying to understand the user needs of Airtel’s customers in Bangladesh, we even traveled to the country to be able to form a better user persona.

User data when used correctly can be monetized all while providing excellent services to your customers.

Third-party business integrations to add value:

The plans in partnership with Netflix and Amazon Prime that Airtel provides can be a good example of this. Through user data, a telecom service provider can figure out the beneficial partnerships and provide their users better opportunities, making it all happen digitally.

While the idea is neat, the execution has to be near perfect. The customer must know that it is your company providing these partnership deals. And, the journey to avail of these deals digitally must not confuse or discourage the user from availing them.

Attractive UI interactions:

A Forrester study claims that a good UI can increase conversion by up to 200%. Fast loading times, interactive designs, and usability will always deliver better customer satisfaction.

Security measures to increase trust:

If the user experience of payments on your platform is slow, requires constant refreshes, or just makes the user anxious, security concerns will naturally be raised in the user’s mind.

A seamless experience during payments or even video calls/managing user data will leave no room for security concerns or doubts.

Final Thoughts

As you saw with the example of the Airtel Bangladesh app designed by Divami, providing an easy-to-use interface without sacrificing aesthetics is just the winning concoction you need.

UI/UX Design firm focused on Humanizing Technology…