Wi-Fi CALLING OPT-IN SCREEN (Sprint)

September 2015

After investigating low Wi-Fi Calling adoption rates, researchers discovered a blocker. Solving this issue fulfills a business initiative to ease data network traffic and save costs.

  • Challenge

    How might we revise an existing Wi-Fi Calling Opt-in flow with new research findings?

    Duration: 1 week
    Users: Smartphone customers

  • My Role

    Wireframing

  • Outcome

    An improvement in the Wi-Fi Calling adoption rates was noticed after a software upgrade push.

What makes this project notable?

This project is a good example of effective user research. As the designer, this was an easy project. Our researchers did the heavy lifting. They located the user drop-off spot in the flow, identified the reasons, then confirmed the company’s liabilities with the legal team.

After being presented with the findings, all I had to do was revise the flow accordingly and with measurable results.

Research identified that most users abandoned the opt-in flow after a 9-1-1 registration fail. Wi-Fi Calling is not enabled and there is no retry option.

With research findings, the opt-in flow was revised to include address suggestions (for covering typos), force submit (for unregistered addresses i.e., housing development) and multiple retry attempts.

  • Lessons

    User research is vital to an efficient design practice in an organization.