TelcoConnect

Designing a Task-Focused, Accessible Telecom Self-Service Experience

Platform: Mobile App (iOS & Android)
Domain: Telecommunications / Consumer Self-Service
Role: UX Designer & UX Engineer (Individual Contributor)
Scope: End-to-End UX (Research synthesis → IA → Interaction → UI)

Overview

TelcoConnect is a mobile self-service telecom application designed to help users manage their balance, data plans, call/SMS bundles, promotions, and gifting with speed and confidence.

Unlike many telecom apps that attempt to function as lifestyle super-apps, TelcoConnect was intentionally designed as a task-first utility product—prioritizing clarity, accessibility, and low cognitive load for high-frequency telecom actions.

This case study documents the design rationale, system decisions, and UX trade-offs, with direct comparison to existing telecom apps such as MyGP and My Robi.

Problem Context

Telecom users frequently interact with apps for urgent, transactional tasks:

• Checking remaining balance or data
• Purchasing a package before expiry
• Sending a bundle as a gift
• Activating received services

However, many existing telecom apps suffer from:

• Overloaded dashboards mixing utility with lifestyle content
• Dense package listings with weak comparison cues
• Promotional content interrupting task flow
• Limited accessibility consideration for readability and clarity

These issues increase:

• Decision fatigue
• Purchase abandonment
• Reliance on customer support

Competitive Landscape Insight

(MyGP & My Robi)

Observed Market Patterns

Key Insight:
While MyGP and My Robi succeed as engagement platforms, their mixed-purpose interfaces often compromise speed, clarity, and task confidence—especially for essential telecom actions.

Design Goal

Design a telecom app that:

• Optimizes speed and confidence for core tasks
• Reduces decision friction in package selection
• Makes gifting safe, reversible, and understandable
• Remains scalable without visual or structural clutter
• Works for users with varying digital literacy levels

UX Strategy

1. Task-First Information Architecture

Instead of mixing content types:

• TelcoConnect separates core telecom tasks from secondary services
• Bottom navigation reflects user intent, not business promotions
• Each screen answers one primary question only

Result: Faster orientation and reduced mental overhead.

2. Progressive Disclosure Over Density

Compared to MyGP / My Robi’s dense listings:

• TelcoConnect surfaces only essential attributes first
  (Price, Data/Minutes, Validity)
• Secondary details appear on demand
• Terms & conditions are collapsible—not hidden

Result: Users compare plans visually instead of reading blocks of text.

3. Safe & Transparent Gifting Flow

Gifting is a high-risk action in telecom apps.

Design decisions:

• Explicit “Send as Gift” action (not hidden)
• Clear recipient confirmation step
• Reassurance copy before irreversible actions
• Dedicated success state with next-step clarity

Difference vs Market:
Where other apps rely on dense forms, TelcoConnect focuses on error prevention and confidence building.

4. Accessibility-Driven UI Decisions

• Large, readable typography for prices and data values
• High-contrast CTAs for transactional actions
• Touch-friendly spacing for low-precision input
• Avoidance of icon-only meaning in critical steps

Strategic Choice:
Accessibility is treated as a core usability requirement, not an enhancement.

Core User Flows

Authentication

• Mobile number → OTP
• Clear error handling and resend states
• Minimal copy to reduce friction

Package Discovery

• Category-based tabs (Internet / Minutes / Bundle)
• Filters by price, validity, and category
• Visual priority on value, not promotion

Purchase

1. Select package
2. Review essentials
3. Confirm purchase
4. Clear success feedback

Gifting

1. Select package
2. Choose gift option
3. Confirm recipient
4. Explicit confirmation
5. Success + reassurance

Gift Activation (Receiver)

• Notification-driven entry
• Clear “Activate Now” vs “Later” choice
• No forced activation

Visual Design Philosophy

Unlike visually busy telecom apps:

• Decorative elements are minimized in transactional screens
• Cards are used to group meaning, not decoration
• Color reinforces hierarchy, not branding noise
• Familiar mobile patterns reduce learning time

Outcome:
A calm, predictable interface that respects user urgency.

 

Comparison Summary

Outcome & Impact

• Reduced friction in package selection
• Faster task completion for frequent actions
• Improved confidence in gifting and activation
• Scalable UX foundation for future telecom features
• Production-ready system aligned with real user behavior

What This Case Study Demonstrates

• Strategic UX thinking beyond UI
• Competitive product analysis
• Accessibility-first decision making
• Transaction-focused mobile UX
• Real-world telecom product design maturity

Reflection

This project reinforced a key principle:

In telecom UX, speed and clarity matter more than feature count.

By intentionally designing less, TelcoConnect delivers more confidence, usability, and trust—especially compared to ecosystem-heavy telecom apps.