Telenet - WIGO Simcards
Telenet - WIGO Simcards from Stijn Dupas
Telenet - WIGO Simcards

Telenet, Belgians leading ISP, created a new disruptive telco product WIGO. Customers buy 1 mobile plan with multiple sim cards for all family members, instead of separate plans for each member .

THE ASK:
Design a user friendly and easy interface to purchase and set up WIGO on the Telenet platform.

OUR APPROACH:
We saw customers found it difficult to set up and configure the product. These insights helped us simplify the user journey and make sure users would get relevant WIGO updates on all Telenet digital touchpoints.
THE RESULT:
Significant decrease in calls for help and complaints via customer service team and social media channels
MY ROLE:
Designing the user flow, information architecture and creating prototypes for the checkout and customer profile pages. All Within the technical constraints of the existing platform and timing.
I conducted face to face user-tests of the prototypes in 2 iterations and aligned the design process with the product owner and the marketing team.

Based on user testing feedback and analytics from the beta launch, we saw customers found it difficult to set up the product. We simplified the user journey by focusing on the relevant actions a user needed to take in each step of the journey. During the checkout process we let the user focus on the amount of sim cards he wanted to include.
After the user purchased the product he would be able to configure the product further by setting usage limits and activating usage notifications and adding or removing sim cards.
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Telenet - WIGO Simcards

Telenet, Belgians leading ISP, created a new disruptive telco product WIGO. Customers buy 1 mobile plan with multiple sim cards for all family members, instead of separate plans for each member .

THE ASK:
Design a user friendly and easy interface to purchase and set up WIGO on the Telenet platform.

OUR APPROACH:
We saw customers found it difficult to set up and configure the product. These insights helped us simplify the user journey and make sure users would get relevant WIGO updates on all Telenet digital touchpoints.
THE RESULT:
Significant decrease in calls for help and complaints via customer service team and social media channels
MY ROLE:
Designing the user flow, information architecture and creating prototypes for the checkout and customer profile pages. All Within the technical constraints of the existing platform and timing.
I conducted face to face user-tests of the prototypes in 2 iterations and aligned the design process with the product owner and the marketing team.

Stijn Dupas
UX Designer / Digital producer / Full-stack developer Antwerp, Belgium