Timeline
04 months
Project Name
MyJio Help & Support
My Role
Product Designer
Only
Only
18%
18%
users can easily access account specific information
users can easily access account specific information
Below
Below
50%
50%
is the user satisfaction with the current support layout
is the user satisfaction with the current support layout
Over
Over
63%
63%
of support inquiries are related to navigation issues within the app
of support inquiries are related to navigation issues within the app
BUSINESS CHALLENGE
BUSINESS CHALLENGE
How might we improve user access to support in the MyJio app?
How might we improve user access to support in the MyJio app?
DESIGN APPROACH
DESIGN APPROACH
Focused and Comprehensive Redesign
Focused and Comprehensive Redesign
Comprehensive Coverage: Ensured every aspect of the redesign was thoroughly addressed with no loose ends
Comprehensive Coverage: Ensured every aspect of the redesign was thoroughly addressed with no loose ends
Context Sensitivity: Tailored help and support information to the specific context of the user, whether a mobile, JioFiber, or non-Jio user
Context Sensitivity: Tailored help and support information to the specific context of the user, whether a mobile, JioFiber, or non-Jio user
Consistent User Interface: Maintained a consistent UI across all account types for a seamless and intuitive user experience
Consistent User Interface: Maintained a consistent UI across all account types for a seamless and intuitive user experience
We reviewed the existing help and support section to identify pain points. A comprehensive analysis of user interactions was conducted over a 6-week period
We reviewed the existing help and support section to identify pain points. A comprehensive analysis of user interactions was conducted over a 6-week period
The users were categorized into three personas: Mobile users, JioFiber users, and Non-Jio users
The users were categorized into three personas: Mobile users, JioFiber users, and Non-Jio users
We uncovered significant insights that informed our redesign approach, as detailed below
We uncovered significant insights that informed our redesign approach, as detailed below
information architecture
information architecture
Simplifying content structure and interactions
Simplifying content structure and interactions
DESIGN EXPLORATION
DESIGN EXPLORATION
Wireframes for MyJio Help & Support Overhaul
Wireframes for MyJio Help & Support Overhaul
User-Centric Approach: Created wireframes that streamline the navigation for distinct user categories, ensuring an intuitive experience across mobile, JioFiber, and non-Jio users
User-Centric Approach: Created wireframes that streamline the navigation for distinct user categories, ensuring an intuitive experience across mobile, JioFiber, and non-Jio users
Iterative Design Process: Tested multiple layouts and interactions to address common user pain points, improving accessibility and ease of use
Iterative Design Process: Tested multiple layouts and interactions to address common user pain points, improving accessibility and ease of use
Scalable & Consistent Framework: Focused on scalability with wireframes that align with MyJio's growing ecosystem, ensuring a consistent experience across all user touch points
Scalable & Consistent Framework: Focused on scalability with wireframes that align with MyJio's growing ecosystem, ensuring a consistent experience across all user touch points
Revamped MyJio Help & Support
Revamped MyJio Help & Support
impact
impact
Transformative results from the JioCare redesign
Transformative results from the JioCare redesign
78%
78%
of users found the new layout more intuitive and easy to use
of users found the new layout more intuitive and easy to use
16%
16%
reduction in service requests since the redesign.
reduction in service requests since the redesign.
81%
81%
increase in users using this section to leading to fewer negative ratings & complaints on Play Store & App Store
increase in users using this section to leading to fewer negative ratings & complaints on Play Store & App Store
Boosting User Engagement and Satisfaction
Eight months post-launch, service requests decreased by 16%, app abandonment dropped, and user satisfaction soared. The intuitive new design helped users quickly resolve issues, leading to fewer negative reviews on app stores and a more positive user experience
01
A User-Centric, Personalized Support System
By tailoring support to each user’s specific context, we created a more personalized experience. This redesign reduced customer support queries and increased user satisfaction, ultimately boosting loyalty to the MyJio app
02
Boosting User Engagement and Satisfaction
Eight months post-launch, service requests decreased by 16%, app abandonment dropped, and user satisfaction soared. The intuitive new design helped users quickly resolve issues, leading to fewer negative reviews on app stores and a more positive user experience
01
A User-Centric, Personalized Support System
By tailoring support to each user’s specific context, we created a more personalized experience. This redesign reduced customer support queries and increased user satisfaction, ultimately boosting loyalty to the MyJio app
02
WHAT WE ACHIEVED
WHAT WE ACHIEVED
Delivering a tailored and seamless JioCare experience
Delivering a tailored and seamless JioCare experience
Timeline
04 months
Project Name
Help & Support
My Role
Product Designer
Solving problems with creativity & caffeine
Solving problems with creativity & caffeine