My Role
My Tasks
![](https://framerusercontent.com/images/UU9netJN38S88fq4Xb8VoIFRCLU.png)
🗒️ Overview
![](https://framerusercontent.com/images/OKhcHpcMgxGENGdAKstR9m6Sg.png)
Business Problem
users' pain points
tech limitation
Problem Statement
User Flows
![](https://framerusercontent.com/images/UqWrtmXAeclKrX7FYpqmKKCnwrs.png)
I pushed for user validation before we started developing the screens.
The priority here at this phase of the project is to launch quick, with little to no usability issues. Thus, the objective of this unmoderated usability testing is to test the Customer Effort Score (CES) and to gather qualitative insights on 5G as a product.
Revised User Flows
At this point of the project, the infrastructure was ready for an eSIM upgrade for our customers. From an experience point of view, an eSIM upgrade and activation is immediate - a huge step up from having to wait a few days for a physical SIM delivery.
We continued iterating on designs progressively to optimise the conversion rates.
From the first round of user testing and observing the data from instrumented screens in the flows, we’ve decided to do a progressive rollout of the new eSIM flow. This is to monitor the drop-off rate, customer queries and overall 5G take-up rate.
My intern manager role in this phase of the project
At this stage of my role in Circles, I had the privilege of managing a design intern who was working with me on this project. This was also a first for myself, to grow into the role of a design manager in this capacity and drive conversations with stakeholders to get alignment.
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Since this product was a rather functional one, I would have wanted to inject more delight in the activation process.
It would have been more helpful to clearly illustrate how 5G would be a value-add to their current consumption patterns.
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Fortunately, I did fight for bandwidth and time to conduct at least 2 rounds of user testing in this project to confirm we were on the right track.
I’ve also learnt that not all projects follow the conventional linear design thinking process, but principles are applied when needed.
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I’ve learnt in the changing roles throughout the project that I’m also playing a part in the solutioning space beyond design.
I’ve gained a lot of insights into being a leader and growing my stakeholder management skills, especially towards the end.