This is a catchphrase that almost every Nigerian is familiar with thanks to the network that is ‘everywhere you go’. That phrase + the colour, are all you need to know that this case study is about MTN – one of Africa’s largest mobile telecommunications company.
MTN was established in South Africa in 1994 and has since then expanded its reach to about 20 different countries in Africa as well as the middle east. It provides voice, data , digital and API services to over 270+ million customers in the regions it covers.
In Nigeria, it began operation in 2001 and currently has the largest share of subscribers amongst all network providers with a subscriber count of 68.5 million.
This case study focuses on MTN’s wi-fi management system.
I came up with clear descriptions of the problems users faced when using the Hynet App. These problems are stated below;
* Lack of high-quality resources.
* Users find it difficult to navigate through the Mtn Hynet website.
* Users of Mtn Hynet find it difficult to recharge & check their balance (Mobile View).
* Non-distinct differentiation of content based on hierarchy with colors, buttons, alignments, spacing, and typeface.
* Mtn Hynet users find it difficult to send and receive messages from their mobile.
* We needed our Team to focus on the problems that needed to be tackled.
I came up with solutions to tackle the problems stated;
* Simplify user flows and better onboarding
* Provide proper accessibility
* Implement good hierarchy in designs
* Use assistive technologies where possible.
* Help users accomplish their goals promptly
* Easy navigation
* Improve user adoption and engage new users
Timeline & Process
Summary Of Our Competitors
Airtel Ltd. does business in the provision of direct-to-home solutions, communications systems and services, and passive infrastructure services, The following business segments make up how the firm conducts its operations:
Mobile services for Africa, India, and South Asia, as well as for Airtel Business, Tower Infrastructure Services, and Digital TV Services. The segment for mobile services in India and South Asia includes voice and data telecom services delivered through wireless technologies in those regions.
The Emirates Telecommunications Corporation, which is also known as Etisalat, was incorporated in 1976 in Abu Dhabi. International Aeradio Limited, which is a British company, and local partners in the UAE constituted the formation of the corporation as a joint stock. Currently, Etisalat has subscribers in 19 countries located in the Middle East, Africa, and Asia. Besides the data and voice calls services, the company’s innovative strategies are depicted in its association with telecoms entities in providing services that include SIM card manufacturing, staff training, payment solution, submarine, and land cable services, voice and data transit, and peering.
For the MTN Hynet research, we ran an online survey and also so conducted physical interviews. This was done to understand the users’ individual pain points, to know if the product was helping its target audience achieve their individual goals with the app, and also how we can develop the brand and improve on the already existing product.
I decided to have a diversified audience from various backgrounds of life in Nigeria. The participants were 50 in general(23 Men and 27 women) ranging from the ages 22 years old – 45 years old, and they consist of students, employed, unemployed, business owners, etc.
Upon completion of the interviews, I was able to discover the individual pain points of the users. I was also made to understand that a lot of features needed to be added to the already functioning app for easy accessibility and use.
I designed a questionnaire that asked users questions on challenges they faced while using the Mtn Hynet Web application. This was sent to potential users for them to share their pain points.
How Might We Questions
I came up with series of questions on how to solve and Improve some of the challenges the users faced when using the product.
* How might we provide proper accessibility to M-Net users to reduce user frustrations
* How might we help users achieve their goals and objectives promptly without any hassles
* How might we reduce the time complexity and error rate of the product
* How might we provide seamless userflow and make the interface interactive for users.
* How might we improve user adoption and engage new users
I started the ideation phase by carrying out a brainstorming session to identify how best to solve the pain points revealed in the process of building empathy. After analyzing several ideas, I settled on carrying out a task analysis to understand the user’s competence in performing tasks, the challenges that they face during task completion as well as the elements users use to complete tasks.
Insights gathered from the task analysis were then used to create the information architecture for the new flow and content structure.