UX/UI Design - eSIM Fatal and recoverable error screen
Context
There are many fatal errors/recoverable errors which can occur within the eSIM Activation process. I was asked to help recreate this screen to stop customers from retrying once the error message was prompted due to backend issues for Fatal errors and with recoverable errors help highlight to customers that there is a specific time of wait before activation and if they still can't activate would need to retry.
Problem
Fatal error:
- Customers would retry more than 5 times and be locked out which stopped them from going back into the activation process.
- Customers are not aware of why the error is occurring and what they need to do
- Screen messaging does not highlight what customers need to do and that only by messaging will this help resolve their issues.
Recoverable error:
- Customers would retry too soon and re-enter the flow without understanding the need to wait 15 minutes before going back into the journey/
Objectives
Fatal error:
- Create a more customer friendly messaging design which helps customers understand the need to message support straight away to have their eSIM activated.
- Reduce the retry rates with better design/copy to highlight next steps.
- Create more urgency and highlight the need for customer to message us to resolve the issue.
Recoverable error:
- Create better messaging and design for customers to understand the time to wait before taking action to retry.
- Create a new recoverable screen which highlights that their eSIM has already been downloaded and what the next steps may be.
- Create a user journey of to identify where these recoverable errors occur to provide better personalised messaging design.
Outcomes
- With the new design Reduced the rate in which customers would retry their activation process which was 7% cut down to 4%.
- The new eSIM has already downloaded help reduce the amount of customers re-entering the journey once this was prompted in our backend
Insights and discovery gathering
Journey map design and identifying stage of recoverable errors
Recoverable error - UI Designs for new variant and new additional design
Fatal error - UI design old screen and new screen.
