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Consolidación de aplicaciones Synchrony

Dirigió un importante proyecto de consolidación de aplicaciones que combinó la aplicación móvil insignia, MySynchrony, con las aplicaciones Synchrony Home y Car Care. El esfuerzo de consolidación se completó un mes antes de lo previsto gracias al sistema de diseño nativo recién creado y distribuido.

Varios meses después del lanzamiento de la aplicación consolidada (MySync), la experiencia de la aplicación de Android disfrutó de una calificación de 4.7 estrellas en Google Play.

Servicio

Estrategia de diseño de aplicaciones nativas

Cliente

Sincronía Financiera

Donde empezó...

The team took a multi-phased approach to the work that started with a research assessment of the current state. 

Gathered data

DETAILED SPECIFIC USE CASES

Worked with the wireless Customer Experience, Customer Advocacy teams, and subject matter experts to gather to understand the nuances of activation journeys as they exist today. 

Synthesized friction areas

SYNTHESIZED FRICTION AREAS

Reviewed stakeholder interviews, analyzed internal report data, CX surveys and visually organized all information on potential friction points and opportunities.

Create flows and maps 

EXPANDED OUR JOURNEYS

Iterated on user journey map artifacts to add clarity and communicate the friction areas. We also developed content hypotheses for further testing.

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DATA DRIVEN USER JOURNEY MAP
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SPECIFIC USE CASE EXAMPLE - BYOD
THOROUGH HEURISTIC EVALUATION

Hypothesis Validation Workshop 

Hypothesis Presentation

SHARING THE DIVERGENCE PROCESS

We presented what we’ve learned and what we’ve heard through our stakeholder and customer research that informed our hypotheses'

Stakeholders were asked to participate in several activities to validate and prioritize these hypotheses, as well as develop additional ideas

Why we did it

CONVERGING ON IDEAS TO PURSUE

Following this session, we used the information gathered to help inform an ideal state to prototype

 

We’ll then test this prototype with users to validate our designs

Desired outcome

CO-CREATION HELPS ALIGN

The output of this session will set our direction and focus for the rest of this program


We need your assessment, input, and ideas to ensure we are addressing the most valuable opportunities for our customer and the business

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Where we landed (targeted next steps)

OUTPUT OF VALIDATION WORKSHOP

The use cases with the most friction are when customers are switching to AT&T

Biggest opportunities identified

BYOD
How might we reduce activation errors

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Port-in
How might we speed up resolving issues

Additional opportunity areas

STRETCH GOALS/OTHER IMPORTANT USE CASES

International travel
Short term SIM swaps for travel?

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Dual SIM


Handling dual SIMs of different types?

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Additional eSIM profiles
How will we handle dual eSIM activations?

Fase 1: nomenclatura y actualizaciones menores de la interfaz de usuario

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Planifiqué esta primera fase de corregir las inconsistencias en la cartera de aplicaciones vendiendo el valor de reducir la capacitación del centro de llamadas para abordar los problemas más comunes.

Fase 2: estandarizar el diseño en todas las redes

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