Problem, solved.

Iterative usability testing exercise focused on 2 main areas:

• User insight:Discovering existing behaviour and issues through contextual enquiry. We focused on the balance enquiry and top up customer journeys and experiences as well as how users view and analyse their bills. We also looked at what motivates users to change price plans as well as what urges them to phone the call centre.
• Prototype testing:Gaining feedback from real customers on the prototype that the R&D team had developed. We focused on understanding if the way the information was presented was meaningful and easy for users to digest as well as on the ease of use of the prototype and the ability that users had to complete specific tasks.