MTN Next Gen
The newly upgraded myMTN NG is a user-friendly app that gives MTN Nigeria customers access to a rich bouquet of MTN products & services.
Business Ask
MTN Group considered the experience and the aesthetics of their existing digital touchpoints clunky and outdated and lack of features compare to their competitors.
Design Challenge
Design the new amazing digital experience for both prepaid and postpaid MTN users in Nigeria to help them better manage their mobile services,
Design Process
Performed the UX designer role to recommend the best possible experience for the end users while operating within the many tech and business limitations. Involved in user interviews, stakeholder interviews, design sprint, user journey map, wireframing, prototyping and usability testing
Research & Analysis
Performing competitor analysis for the Nigeria telcos helps us to identify competitor's strength and weaknesses related to communication services, products and design.
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Insights gain through competitive analysis research helped us to developed better products and more effective UX designs.
User Persona
Organizing the information according to users needs. Then the organised information was arranged as data balance, prepaid/postpaid details, quick payment, current plan usage, previous plan usage and call summary which was with the most preferred features to the least preferred features.
UX team interviewed few users about their usage patterns and interactions with the Nigerian telecos.
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We did find few key insights from the research.
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Target audience:
Demographic data
Age: Between [18-24] [25-34] [35-44] [45-54] [55-64] [65+]
Gender: Both
Education level: At least highschool level
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Design Solution - Wireframes
Usability Testing
Test Objective & Goals:
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Determine the ease at which users can navigate through the MTN app to accomplish their task, which will be to set up a new goal and then edit that goal.
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Observe how users searched for and found the feature.
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Observe the path in which they took to get to the goal setup screen.
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Test the overall ease of use of navigating through the features.
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Observe any frustrations or obstacles users may have that may impede their ability to complete their task.
Participant recruitment:
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​​Recruited users of a MTN app to test how easily they can complete key tasks such as checking usage, paying bills, changing plans, or troubleshooting issues.
Majorly focused on the below user groups:
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Existing customers of the MTN app
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New tech-savvy customers (signed up within the last 3-6 months)
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Customers with multi-service bundles (e.g. mobile + broadband + learning/entertainment )
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Users with experience contacting customer service through the app
Deciding the tasks
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Gather insights from Customer care team, App store reviews, Heuristic evaluation reports to decide the major focua areas and the tasks to perform the usability testing.
Capturing User Perception & Emotion
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Post-test questions are a crucial part of usability testing because they give us insights beyond just what users did — they help us understand how users felt about the experience and how they perceived the app’s usability.
Final Report​
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Generated usability testing report from the sessions which includes what worked well, major usability issues & statistics about the performed tasks.
Recommendations
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After usability testing, we provided a set of prioritized recommendations to improve the app UX based on the issues uncovered. Here's a list of major UX recommendations tailored for improving a MTN app,
UX task added to Jira
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After usability testing, we discussed the final report and improvements with stakeholders to create a strategic plan for the execution & added tasks in Jira with the priority and estimated completion date.