Telco ResearchDion Tan P1449369

Lim Bee Ting P1426656Koh Xiao Hui P1426490

Clear categories so you know what to go and click for what you need.

Promotions are stated at the top so it's the first thing you see.

What is combo three? Maybe put out the solo price of the phone first?

Lets you know the amount of time you have, so you cant say they didn’t hold a phone for you.

Provides filters and comparison button which is good because it makes your life easier.

Good selection of phones, name and prices are stated.

Provides help corner

Quick comparison! Just have to click the compare button to add it into the list of things to compare!

Provides you with incentives Eg. Get accessories cheaper.

Provides helplines as well as timing so that you know when you should or should not call!

Points to take note of are stated clearly.

When clicked on color, phone in that color is shown.

What is available and what is not is shown clearly.

After choosing to sign new line, all possible plans are showed clearly.

Allows you to choose your number online.

Clearly shows list of possible add-ons.

Home page with clearly illustrated tabs.

Separated browse tabs and options. Sort of forces users to choose first instead of really browsing.

Phone selection is very separated and restrictive. Filter search allows many options however refreshes page every time a new command is input.

Plans all look very similar at first glance.

Online assistance available but the option is so small and only appears after 30 seconds of browsing.

Preferred number available to be chosen.

Homepage highlights their personal search engine instead of their Online Store. The focus point of the user is the search engine.

Searched ‘phone’ on the search engine bar to find the first link to lead to their mobile store.

Life chat services to clear any doubts and enquiries.

Easily seen menu options

Able to filter and sort through preferred choices.

Gave clear incentives of shopping online

Only 2 phones are allowed to be compared at a time.

Add to compare function only shows up when you view all phones.

Log in needed before purchase and number selection.

Clear infographics to illustrate plans and phone costs.

Sign-up page requires personal details before proceeding.

Market Research

88.4%

61.6% 31.4% 7%

Users that currently have an account with a mobile or cell phone service provider:

11.6% Do not.

In a typical month, users spend an amount of:

Have an account.

<$16-$50.

>$50

<$15

Does your phone number need any specific numbers in it?

51.6% 23.4% 14.1%10.9%

86 participants

No.

Yes.

Depends on situation.

I don’t know.

Many users input that they change their phone every 2-3 years.

75.8%

Reasons against online shopping:

Trust, users are afraid website might not be safe.

Staff assistance, users mention that Telco websites lack online assistance.

Wait time, users mention buying things online would have a few delivery days, while buying from physical store only requires queuing time.

Phone condition, many users would like to check phone condition beforehand before purchase.

Unclear information, users state that Telco websites are too messy and complex for non-geek personalities.

Convenience, users state that buying online can be a fast and fuss-free experience

Reasons for online shopping:

Would users buy phones and plans online:

No.

24.2% Yes.

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Percentage of social media account users have:

Facebook

Twitter

Instagram

Youtube

Blogs

96.1%

68.4%

86.8%

75%

43.4%

More results on: https://docs.google.com/forms/d/1jQkYSBHh-IQnteY4Bqwx3IfQP1YLKilv1ikqcXrCjtA/edit

Nathaniel WongSingaporean student, 22

About Nathaniel

Nathaniel’s Goals

Challenges

I like to do things fast and efficiently. It gives me more time to spend on something else.

Nathaniel find that the current telco websites are too messy and complex. The huge chunks of text and lack of images made it hard for him to understand what he is supposed to click to find what he needs. He is having trouble navigating on the telco website and feels that he is taking way too long to complete even a simple task of comaparing phones. He hopes that his entire journey of looking for a phone can be made quicker and simpler.

HobbiesNathaniel likes listening to music and scrolling through social media websites. He likes to take pictures too so a phone with a good camera helps!

- Part-time student at NTU- Majors in Maritime Engineering- Currently an intern at HKM HR Management Pte Ltd- Frugal personality- Responsible for his own daily expenses

Nathaniel aims to be able to find a new phone quickly without the fuss of queuing at retail stores.

He hopes for quick communication between the store and him online so he can clarify his doubts if any.

Technological literacy

Internet connectivity

Social Media activity

Basic Interm. Advanced

Low High

Low High

Brands liked:

MotivationsConvenience

Incentives

Reputation

Social assurance

Efficiency

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Design requirementsUser need Design system

Price filter needs to be more specific

Price filter would include plan price and phone price

Online assistance for clarification Chat bar for online assistance

Phone comparison should allow more phones

Phone comparison should allow up to 5 phones

Social media rating check/review Include link to social media to show information like picture quality

Custom phone number selection Allow users to search for a preferred number

Search bar Include a search bar for direct search

User needs to know when a phone is unavailable

Clearly labelled phone stocks.

Importance rating

Price filter would include plan price and phone price

3

Chat bar for online assistance 1

Phone comparison should allow up 4

Include link to social media to show information like picture quality

5

Allow users to search for a preferred number

7

search bar for direct 6

Clearly labelled phone stocks. 2