User Testing and Design - O2 iMode

As Part of development process of O2s new iMode service Frontend were asked to evaluate early prototypes with customers and provide design solutions to improve the customer experience. Frontend conducted user testing with representatives of the target user base using our specially equipped usability lab on a defined list of handsets.

While reaction to the service was good, several issues were identified in critical task flows. In particular, problems when subscribing to pay per view services; leading to increased traffic to customer care and reduce revenue intake. Frontend redesigned the task flow to improve the service and drafted a set of usability & design guidelines to ensure a better and consistent UI experience on an ongoing basis.  With such small screen real estate to work with the look and feel of the application becomes an essential aspect of the user interaction. Our guidelines included a visual design style guide for the various screen elements such as Headers, Footers, Lists, Content, Links and navigation, Menus and Icons.