Telefonica created an application that would replace the current ones available to the group such as O2 in UK, Vivo in Brazil or Movistar in Spain and Latin America.
As part of the project we had to create a settings section that had a simple, logical and usable information architecture so that the users of the different apps could find their information and their settings in the fastest and easiest way possible.
UX / UI
The first step to understand the problem was to gather all the entry points that we had across all the apps and match the ones that were similar categories.
After this, we planned a card sorting with twenty real users. The goal of this part was to know how the mental model of the user matched those settings and created a logical categorization for them. After the test, we found that all the users created similar groups, one was for personal information, the second one to set up the configuration for the phone and the last one help and support.
The first objective was to know how much information we had to classify, so we mapped all the applications to find what they had in the present, before updating. With all the information we realized that many different categories were mixed, information consultation, configuration, help and support ... This would have to have logic but we had to know which. So the first practice was to create a card sorting with 20 users and see what organization each would use.
After the test we realized that almost all, grouped the information into 3 types, that gave us a clue to organize the information into smaller and logical groups and to be able to face the classification in an easier way.
With these 3 new categories we proceeded to fit all the pieces, it started to make sense! We did a series of IA flows, to see how it would scale with all the apps and if we had some of the points that would have escaped us, everything seemed to be going well!
It was time to start to create some wireframes and see how we can build this.
The next steps were to start to figure out how this can be placed visually, we required to create a design to feels and breath every brand. The designs also included a new profile section, a multi-login session part and custom icons for every brand.
This part was the most advanced part of this process, but we included dozens of wireframes and cases to prove it won't break when the design needs to scale.
To validate the work and continue iterating the design, we proceeded to test our new designs with mixed-user profiles. In this case, there were 20 users, from age of 18 to 65 years old. We wanted to see if both power users and those non-proficient with technology were able to complete a series of small tasks, such as change your password, add a payment method or activate your widget, among others.
The results were very positive, almost everyone completed the tasks with no major problems, except for transactional tasks where users tried to find the entry points in the management account tab instead of settings.
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