SiDOMPUL: Data Package Upselling

I did this project as a UX designer at XL Axiata, an Indonesia-based mobile telecommunications services operator headquartered in Jakarta.

SiDOMPUL is an application designed for data package retailers in Indonesia. With this application, the retailers or the sellers can do some activities such as reloading data to customers, selling datapack, data quota transfer, getting product and outlet information and redeeming loyalty points rewards.

In this project, I want to highlight the case where the design team needed to bridge a users' pain point with a business objective through the interface design.

Challenge

A customer wants to buy a data package, and the business team expects the seller to do an upselling by inviting the customer to buy a more expensive package. The business team wants the more expensive package to be visually highlighted on the application so that the seller will notice the benefits for both the seller and the customer.

SiDOMPUL Upselling User Flow

Initial Design

Using our initial assumption, we made the upselling package way more prominent after the user select the package wanted by the customer.

Initial design wireframes

Usability Testing

After the prototype is ready, we invited a user to play with the initial design so that we can get early user feedback.

Usability testing with a real user

Before the usability testing, we assumed that by highlighting the upselling package we can persuade the seller to sell a more expensive package. It turned out that, the initial design caused the users to feel "trapped" because they accidentally chose the package that was not intended by them.

Solution

After the user's pain point was discussed with the business team, they still however, want the upselling package to be prominent on the screen so that the seller will not miss the opportunity to gain more profits from the sales. On the other hand we don't want to sacrifice the usability in the name of profits. So after doing some design exercise, a win-win solution was approved by all the stakeholder.

Proposed design solution

Pixel perfect screens

What I Learned From The Process

Because of this project, we realized the importance of prototype testing for exploring new design concepts. It made us test new designs to make sure they were viable solutions before putting in development effort.

A UX researcher talking to a data pack seller to get some feedback about our design