New digital strategy for DiGi Telecommunications

Designit, the consultancy where I worked, developed the redesign and implementation of a new online strategy for the Telenor Group in Denmark and Hungary.

We needed to understand if this designs would be applicable in Malaysia and if so, how to drive the change.

Research approach
I worked on a detailed heuristic analysis of DiGi’s online experience in different devices. With this information I designed the tasks to be completed in a user test of the current experience.

I trained local facilitators to conduct the research, since they had no previous experience with usability. We conducted 8 user tests with company clients and potential clients.

With the tests we learned that some of our initial assumptions were wrong, for example, the reload process was not difficult to find or follow through.

Design workshop facilitation

We worked with DiGi’s team to prioritize next steps. First, we classified functionalities in terms of user interest and team effort together.

From these prioritization we mapped the following phases of the project, taking into account the applicable Telenor designs.