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March 17, 2023

iRecharge Technology Innovation

Home Portfolio iRecharge Technology Innovation

Research

Understanding how the user experiences the product through Research

User Types

  1. Regular Users:
This category of users needs to pay a bill such as electricity, Airtime, Data, or Cable
  1. Merchant Users:
This category of users sells iRecharge services such as Electricity, Airtime, data, and Cable TV Subscriptions to other direct consumers.
  1. Corporate Users:
Build for large organizations and companies who usually purchase iRecharge service in bulk or in large number.

Primary Reserarch Questions Include:

  1. How long and easy does it take to sign up as a merchant?
  2. How easy is it to pay a bill on the application?
  3. How easy is it to sell services on the platform?
  4. Are there any parts of the application users get stuck on?
 

Analytics Review:

  1. Reviews from App Store and Play Store,
  2. Reviews from System Usability Scale on the App.
  3. Analytics from Hotjar(a software used to understand users’ behavior)
 

Heuristic Evaluation:

A heuristic evaluation based on usability heuristics was conducted on the old application interface. These was carried out on pages of the application because the usability study on focused on major pages involved in carrying out major task on the  

Synthesizing Data Gathered

All data received from usability notes, Heuristic evaluations, App reviews and feedback and system usability scale. was properly gathered and organized with the help of afinity mapping to identify themes and common patterns. Insights were then developed from themes identified to create actionable work.

These themes include: 

  1. It was observed that the process of buying services on the homepage and dashboard is completely different which sometimes confuses the logged-in users.
  2. It was observed that many users found it difficult to navigate through the app in the process of trying to reach their goals. due to a lack of consistency in navigation patterns.
  3. It was observed that many users found it difficult to find the information they need. Due to poor information architecture and unclear UX Writing.
  4. It was observed a high percentage of users don’t enjoy the experience of interacting with the app. This is because Visual elements and components are not properly organized, and scaled and interactions are not friendly.

Insights From themes Identified are: 

  1. Based on the theme that users find the differences in the service purchase process confusing an insight is that the service purchase process should be unified and consistent across all user types.
  2. Based on the theme that many users found it difficult to navigate through the app. An insight is that the Navigation Menu should be obvious, clearly defined, and consistent.
  3. Based on the theme that users find it difficult to find the information they need an insight is that proper information architecture should be created.
  4. Based on the theme that users don’t enjoy the experience of interacting with the app. an insight is that visual design principles and laws should be used to inform the visual design process to ensure visual elements are properly organized. and a more friendly interaction should be adopted in the system.

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Task

some task

  • Strategy

    design