Digital Transformation Project
Etiya & Videotron
Etiya is a software company specializing in CRM for telecom providers. They offer tools for customer management, data analytics, billing, digital transformation, and improving the overall customer experience.
Videotron is a Canadian telecommunications company, primarily operating in Quebec. They provide services like cable TV, high-speed internet, mobile phone plans, home phone, home security, and business telecommunications solutions. As part of Quebecor Inc., they also engage in content creation and distribution.
Montreal, Quebec, Canada
1964
Telecommunications
$3.4 billion CAD (2019)
6,000+
Challenge
In 2018, Quebec-based Videotron began an ambitious plan to transform itself: to become a digital-based company, transforming from
a complex legacy, multi-system operating environment to an agile, open, standards-based architecture.
Helix is a multi-device TV and Internet platform service that replaces Videotron’s legacy TV and Internet service in August 2019.
Results
https://www.realwire.com/releases/Etiya-Cloud-Native-Digital-BSS-Powers-Videotrons-Helix-TV
• how Etiya helped Videotron to launch Helix with a hybrid cloud architecture that includes Etiya’s 100% digital BSS, in 9 months
The redesigned app features a clean, clutter-free interface, making it easier for users to navigate and access essential features.
The improved onboarding process resulted in a 35% increase in new user adoption rates.
The addition of personalization and customization options enhanced user engagement, leading to a 25% increase in user retention rates.
35%
Improved onboarding process
25%
Increase in user retention
84%
Increase in time spent on website
Process
Research & Analysis: We conducted user interviews, surveys, and analyzed in-app analytics to understand the pain points and user needs. We also studied competitor apps and industry trends to gather insights
Information Architecture: Based on the research findings, we restructured the app's navigation and content, prioritizing features and information according to user needs.
Wireframing & Prototyping: We designed low-fidelity wireframes to visualize the new layout and navigation, iteratively refining them based on user feedback. Afterward, we built a high-fidelity, interactive prototype to test the design.
Usability Testing: We conducted usability tests with a diverse group of users to validate the design and identify areas for improvement. Based on the feedback, we made necessary adjustments to the design.
Visual Design & Style Guide: We developed a cohesive visual language, including color schemes, typography, and iconography, ensuring consistency throughout the app. We also created a style guide to maintain design consistency in future updates.
“ With our new visual branding and language in place, the new Shopify brand clearly captures the essence of our current and target customer base, our employees, and our values. ”
Tobias Lütke
CEO, Co-founder | Shopify
Conclusion
The StreamLine mobile banking app redesign successfully addressed the usability issues, resulting in a more intuitive and user-friendly experience. The improved UX/UI design led to increased user adoption, engagement, and satisfaction, demonstrating the value of a well-designed template for UX designers.