As part of the Novum project by Telefonica, the company include the different brands around the world into a global and improved app.
One of the biggest challenges was to unify the settings section between different countries and create a more logical, usable and friendly configuration and management section.
To understand the complexity and multiple variations from the actual ecosystem I started to map all the entry points available into a spreadsheet. This exercise allowed me to identify all the entry points available within the settings section on each county and every user type available.
The spreadsheet with all the entry points mapped, including the app from O2, Vivo and Movistar.
The research team helped me to recruit 8 real users from 18 to 65 years old to our office to complete a small card sorting test. The goal of this exercice was to find a logical categorization for every entry point. Our mindset was too biased with the product that would be very hard to match the real expectations of our users.
The exercise showed us a very promising conclusion, almost every user created 3 big groups that varied between personal information, app configuration and help & support.
To finish the process, I categorized again all the entry points into a new spreadsheet with this 3 new groups to validate the output of the card sorting and see if the new IA scales.
Snapshot of the card sorting test done with real users.
Spreadsheet where the entry points were mapped with the new categorization found in the card sorting test.
Example of information architecture for O2 admin users.
The visual design
It was important to keep a logic IA with the main groups differentiated, so I included a new section name, a smaller profile to show only the important information for the user and a whole new support section which wasn't available previously.
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