Vivo E-comm - UX & Product Design - EN

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Vivo Business Telefonica 2022
UX & Product design: e-commerce platform to buy phone lines for a business
Co created working at Accenture/Fjord and an amazing UX team

[ENGLISH VERSION]

[3-4 minute read]

About_

Vivo Telefonica Business is an e-commerce platform that provides an easy way to buy new mobile and phone lines for a business. Through a self service page, the user can select how much internet they will need, how many lines, and read all the information regarding the plan they are buying, including the terms and conditions.

My job, alongside my team was to run, interviews, usability tests and gather feedback to improve the design of the process. Talking to stakeholders and experimenting product & UX changes.

Challenges and Goals_

Improve the user flow, after talking to stakeholders, running usability tests and interviews with the users and running Accessibility Analysis in several products from Vivo.

Investigate to understand:

- The Heuristics

- The type of pain users are experiencing when they buy a new phone line ou mobile line for their company.

Usability Tests to Validate:

- Can the flow be faster and easier?
- Is the "Customize your order" clear enough for the user to understand?

- How can we make the final page clear for the user to understand what it is buying

Accessibility analysis_

My role as part of the Accessibility Guild in the project was to analyze requirements for people who interact with products differently. More than just a checklist of requirements, but a part of the user experience, since all people can benefit from this way of approaching accessibility.

Methodology_

1. Empathy: Put the user at the heart of the strategy

2. Collaboration: Put the user at the center of the design

3. Experimentation: Build to think and learn from mistakes

Research_

Problem Finding: Users -> Scenario -> Need = Problem

[Mobile reader: Pinch zoom for a detailed look at the image]

Customizing your order

The team and I designed this page after weekly meetings with stakeholders, POs, developers, and the design team. The goal was to simplify the way businesses were buying new phone lines. In a fast, easy to understand way.

Final page

Delivery: using Figma on the delivery was essential for the project. My role was to design, experiment and get feedback from the stakeholders. We did some research with the users and improved the experience on screen. Here is a glimpse of a macro view of the project:

Accessibility Analysis

I was responsible for analyzing several user flows from Vivo Telefonica Business: B2B phone and mobile lines, tech shop and the new shop, helping to improve the products from Vivo B2B.

The process consists of highlighting the elements that were not following the WCAG Acessibility requirements (Read here for a portuguese version), as well as bringing the solution for each case and best practice - all of it in line with the team sprints and schedule.