Image source: Smartphone Diagnosis Online, au Photo Cloud, and Tsukaikata Support pages on Google Play
Improving DOCOMO and au Apps
For the two biggest wireless carriers in Japan, I improved the design of apps that help their users with their tech issues by availing of mobile insurance online, solving their own issues by user guides on the app or offering cloud storage for photos. Here are my contributions to those apps below.
Lessons Learned
I was able to organize and facilitate UX workshops with a big group which let me learn effective planning and proactive communication. I also deepened my understanding of journey maps and how they are used in Agile.Deliverables
Customer journey maps, flow diagrams, user flows, wireframes, mockups, and interactive prototypes
Role
UX Designer
Team Members
Product managers, UX design lead, UX designers, UX researcher and engineers (15 people total)
Dates
Apr 2022 - Jun 2023
au Photo Cloud
This app is a cloud service that can be used by 83 million au users to store their photos and videos online and optimize their device storage by removing backed up files or blurred/duplicate photos using AI.
Customer Journey Map Workshop
From a very cluttered and dense journey map from provisioning to starting to use the app, I took the the initiative to streamline it on FigJam with fellow designers and product managers and focus on the important problems we found in the usability testing done and feasible solutions to them. I included the relevant screens in the user flow and my suggested improvements.
THE MAP BEFORE
THE MAP AFTER
Optimizing the Provisioning Flow
In the usability tests, I found that users felt provisioning was a long process with some unnecessary steps. To fix this, I simplified the log in process in the app and combined the redundant screens we have for onboarding.
BEFORE OPTIMIZING
AFTER OPTIMIZING
Smartphone Diagnosis Online
This app is used by the 61 million DOCOMO users to diagnose their devices using automated tests to check their condition or guided manual tests on the app by the users themselves. If a malfunction is detected, the user can avail of device insurance through the app.
New Screen Damage Diagnostic Feature
Many users in Japan accidentally drop their device and the screen gets cracked. Instead of inspecting this in person in DOCOMO stores, the client requested this to be diagnosed on the app as well. I added this new diagnostic test in the UX while following the design system and flow users would expect from the app.
NEW ADDITIONAL USER FLOW
