giffgaff
As UX architect, I worked across high-user volume and ROI projects. Including eCommerce, iOS, Android, and Windows apps.
I also founded the UX lab to help solve business problems. The wider goal was to get people to discuss experience design, promote design thinking, and make the UX team accessible across wider departments.
Services
User experience
User interface
User research
UX lab
Client
giffgaff mobile acquisition
giffgaff mobile retention
iOS & Android
Team
Tools
giffgaff
Axure RP
Adobe CC
Google suite
ROAMING LIKE AT HOME
When the roaming abroad rules for telecoms in the EU changed, every single MNO was challenged with making the latest changes in rules and regulations accessible and informative to the millions of users so that they knew exactly what these changes meant for them and how the pricing structure had changed.
Pricing models varied on where the user was traveling to and this opened up opportunities to rival 'cheaper' international tiers favored by students and international professionals
PROPOSAL
2 week sprint to deliver both the new user flows, wireframes and user interface designs.
For experimentation, the team also engaged in a Google design venture methodology.
Wireframes and UI delivery
I facilitated UX workshops with stakeholders, mapped paths, and drew quick key screens to challenge the brief and methodically deduct as much frustration as possible. Mapped out user journeys and created sketches working alongside a content writer to narrate the best journeys.
PAYPAL ACTIVATION
User feedback: request the option to pay for 'goodybags' with PayPal.
The challenge was to optimise the activation funnel and find methods to incorporate new payment vehicles that made sense to the user and integrated with the build. The goal was to portray 'card' as the most preferred way for users to activate their accounts to enable smoother and joined-up future funnels.
PROPOSAL
I sketched scenarios and presented paper prototypes early, gathering internal feedback from putting designs on open wall space and utilising the company comms platform with a voting tool.
My team collaborated with a Paypal specialist to keep within strict financial guidelines.
Wireframes and UI delivery
I sketched scenarios and presented paper prototypes early, gathering internal feedback from putting designs on open wall space and utilising the company comms platform with a voting tool.
I wireframed many potential solutions and presented at all levels for strategy and dev teams input, scope changed throughout this project and the key was sharing early and often and being able to constantly flex to the incoming changes and reusing my existing components in Axure.
Below are the high fidelity mobile wireframes I conducted the guerilla research with and finalised a solution to be build and delivered in the following sprint.
