Objective
A complete redesign of the MyBell mobile app for both iOS and Android, focusing on latest design trends and great user experience for MyBell users.
Overview
With MyBell, it's easy to manage your Bell services any time, anywhere – right on your mobile device. You can use it free of charge, without using data from your plan, even when outside Canada.
Get quick access to a variety of features for Bell Mobility, TV and Internet:
• View, download and pay your bill
• View your Mobility voice, text and data usage
• Change your TV package and channel lineup
• Get Mobility travel add-ons and check usage, even when out of the country
• Check your Internet usage, change your package and run a speed test
• Manage your Mobility rate plan & features, voicemail reset and caller ID
• Find support from anywhere in the app
• View your Mobility device upgrade status
• And much more
Problem
Before the redesign, the app was just a website in a web-wrapper. Its usability was seriously suffering and was in a dire need or a redesign from the ground up. Bell really wanted the app to be used as the customer main point of entry where they would be able to manage all their services from mobility, TV, internet to home phone.
So, at the beginning of 2018, I helped Bell redesign both their iOS and Android apps. Acting as their Senior UI/UX Designer, we created new mobile guidelines and most of the features you’ll see to this day.
Research & Analysis
User research focuses on understanding user behaviours, needs, and motivations through observation techniques, task analysis, and other feedback methodologies. For me user research is “the process of understanding the impact of design on an audience”.
Without a clear understanding of what your product does, what problems it solves or for whom it solves these problems, ultimately there’s no need for your product. Our goal was to make sure Bell’s app solved typical customer problems in a clear and simple way.
Information Architecture, Wireframing & Prototyping
With the proper planning or the information architecture and user flows, we were able to confidently move into creating wireframes for the app. We took the decision to focus more on the functionality and structure of the app, opting for mid-fidelity wireframes with very little detail. Ultimately, we could add design elements in later, what was important for our users, was that the product (above all) was clear and simple.
information architecture
Wireframes & Flow
Interactive Prototypes
User testing
User testing is a technique used in user-centered interaction design to evaluate a product by testing it on users. This can be seen as an irreplaceable usability practice, since it gives direct input on how real users use the system. So we decided to use this technique in our app with these tasks:
• Log in or Sign up;
• Adding mobility features;
• Adding TV channels/packages;
• Upgrading a device;
• Mobility usage information
• etc...
Design
One major change in the app, was to focus on personalization. Our aim was to improve user engagement by understanding more about a user’s personal preferences, allowing us to predict and tailor relevant information/notifications to each individual user.
We also needed to create a simpler, easier and more structured way to display the customers services. By grouping them into categories and adding promotional features within the app, we created a simple and clear hierarchy users could learn and follow.
Redesigning the billing section allowed us to create a smarter and easier way for users to access past bills, make a payment, notify Bell of a recent payment and sign up for pre-authorized payments.
Creating a more robust and information rich support section offered customers with more options to help solve issues before resorting to contacting the customer support centre.
Results
In the results we created a mobile application that is able to perform both the customer's and the business' tasks. UI testing gave us an idea of how to properly organize the structure of the application, providing the most positive user experience for Bell's users. We understood the errors of the previous version of the application, which was focused only on the visual aspect.
The app can be viewed here
