FarEastone Telecom, one of the leading telecommunications providers in Taiwan, contacted our team in late 2019 to develop the new FarEastone Telecom mobile application.
The goal was to overhaul the mobile app in anticipation of the 5G revolution without disrupting the existing experience of its 2.7M current monthly users.
We approached the project with in-depth user research. We conducted user testings on the current mobile app and meetings with top-level managers to discuss the business goals of FET.
To accommodate the tight schedule of the app revamp and the schedules of FET stakeholders, our team led a modified design sprint to extract insights and iterate through prototypes as quickly as possible.
Without cushion time, we put great emphasis on open collaboration and communication to reduce time spent on lengthy updates and additional meetings.
Rapid prototyping in the design sprint became our crutch to visually communicate the new ideas and innovative strategies discussed during our meetings back to the FET team.
The area with the greatest potential for optimization was the dashboard. As the launchpad for all of the application’s functions and features, we had to carefully reconstruct a user interface that felt new yet intuitive.
We moved quickly from wireframes to dashboard variations. At each iteration in the design sprint, we validated and analyzed our ideas through in-depth user interviews.
We achieved a complete restructuring of the mobile application's information structure to create an efficient and intuitive digital experience.
As the age range of users was wide, we focused on reducing inefficiencies to accommodate users of all levels of tech-savviness. Tasks that would have previously taken 4 to 5 steps have been simplified to 1 to 2 steps.
Drawing on insights from observed user behaviors, we migrated all existing users to a single sign-on database and developed a simplified sign-on process.To better organize the functions and information architecture, services were re-organized into a simple menu that users could easily browse or search.
Now, with the new FET mobile application, users are able to effortlessly find the information they need, manage their phone bills, account, and contract.
Designed with all of FET’s 2.7M users in mind, the refreshed application offers a smooth digital experience for old and new users alike.