MitYouSee subscription portal
Creating Denmarks first eSIM-card purchase experience via mobile
for the largest quadruple play service in the country.
Responsibility areas: Research, user flows, prototyping, testing
Duration: Oct 2019 - May 2020
About the company and the team
YouSee is the largest quadruple play service (broadband internet access, television and telephone, wireless service provisions) provider in Denmark with approximately 994,000 customers. It’s services belong under Nuuday which is a spun-off company from TDC Group, the largest telecommunications company in Denmark.
The team where I worked was developing and maintaining a subscription portal called MitYouSee where customers handle all the products and services of the provider, such as mobile and TV. Additionally, through MitYousee, customers can e.g. buy extra data and upgrade their service packages.
Challenge
One of the new key features while working with the MitYousee-team, was to introduce an ability to order eSIM-card directly through the portal to their phones. It was an intriguing challenge due to technicalities and a first one in the danish market to provide this type or order flow via phone instead of desktop.
Process
I was in charge of understanding and creaeting such user flow for mobile. I worked closely with both iOS and Android developers in order to design a native flow and steps to both platforms.
There were several options that the user can take which created changes in the flow accordingly. This needed careful testing and multiple iteration rounds to ensure it is understandable and simple enough to go through.
Outline of design and development process for this feature
After scope and kick off I tend to draw out the main ideas and after I transfer those
to whimsical, which is my go to speed tool for low fidelity designs
Afterwards I created more high fidelity interactive prototypes to test with users, using Sketch + InVision (before Figma times). Test findings were discussed with the team and iterations were made rather efficiently
Solution and impact
The eSIM feature was published after circa 6 months as the approval from the operating systems (Apple, Google) took a long time. The feature allows MitYousee customers to activate e-sim on their mobile device quickly without them going to web and filling manually the information needed for such purchase. In Denmark it is for now a unique feature as YouSee is a first operator to offer such purchase flow and it addressed a big demand. Today a whopping 50% of YouSee customer base has acquired the usage.