Aybell Mobile App Redesign

Designing a seamless, mobile-first customer service experience that prioritizes accessibility and user satisfaction.

About the project

My team and I collaborated with Aybell, an innovative startup on a mission to revolutionize consumer-agent connections by eliminating the need for interactive voice recordings. Our task focused on redesigning the UI and UX of Aybell's web app, aiming to create a seamless experience that facilitates better interaction between callers and agents.

Timeline

Feb - May 2018

My role

UX Designer

Platforms

Mobile

Problem

Aybell's app had all the basic information a user would need at first, but lacked intuitive features and was difficult to navigate.

Goal

Redesign the app in a way to make sure all users feel emotionally cared for before, during, and after their call.

Outcomes & Results

After implementing our redesign of the mobile web app, the team found a 70% increase in user adoption with increased traffic to their site. They observed heightened engagement levels from both new and existing users, coupled with a notable surge in traffic originating from new users.

How might we redesign the app in a way to make sure all users feel emotionally cared for before, during, and after their call?

Impact vs. Effort Analysis / Ideation

This analysis chart categorizes potential initiatives by their impact and effort. High-impact projects like the Suzuki gig car share and mobile showroom stand out as the most promising and unique. Initiatives such as educational guides and marketing strategies offer significant benefits with lower effort, providing a balanced approach to addressing Suzuki's goals.

Streamlined App Functionality

The redesigned department selection interface enhances user experience by providing clear, intuitive buttons for location selection. Important information, such as open hours and call buttons, are prominently displayed, ensuring users can quickly find and contact the appropriate department. A prominent search bar with highlight features further aids in easy navigation and access to necessary services.

Improved Call Experience

Users receive clear notifications of the dialed number and approximate wait times. When lines are busy, users can easily enter a callback number. Post-call, users are prompted to rate their experience with a new star rating system, replacing the old thumbs up/down method, providing more detailed feedback.

User-Friendly Feedback and Customization

Users can easily provide feedback through categorized options such as general feedback, wrong information, or incorrect company numbers. A simple thank you message confirms submission. Additionally, users can adjust text size for readability and manage favorite numbers with ease, enhancing the overall user experience.