My Swisscom A user-friendly and award-winning experience makes self–care a breeze.
Goals
Simplicity
Present products & services in a clear and easy approach.
Growth
Increase amount of solved problems.
Engage
Cultivate a reason to come and deliver an enjoyable experience.
Unify
Provide an identical experience across all mobile and laptop devices.
Re–Think
Challenge existing approaches and provide support proactively.
Flexibility
Create a design system to address all user needs with ease.
Solution
Information architecture & structure
Gaining overview and re-structuring
First, all subject areas and functions were noted, spread out, and rearranged in context with each other.
Prioritize, merge & dump
Expected information in expected context
Related topics and functions have been identified and listed in a logical context. Analytical data have further supported and confirmed the selection process.
Reducing hierarchical complexity
Ensure content is always found.
Fewer navigation levels increase comprehensibility and the findability of content though one single landing page, subpages and use case overlays.
Navigation
One single navigation concept across all platforms.
Through an iterative process, the appropriate navigation was developed. The focus is on a scalable and technically feasible solution that is viable for both apps and desktop web applications.
Panorama
One place of relevance
The new landing page provides customers with a personalized, pleasing and striking overview of their currently relevant topics, products and other related information from Swisscom.
4 you widgets
Situational support
Selected functions that are used frequently or are of current relevance and therefore helpful for the customer are fetched from individual product areas directly onto the start screen.
Results and achievements
Three-peat: Received mobile connect award for self-service apps 3 years in a row.
Challenges and learnings
Honest, respectful and clear communication across all involved disciplines is a total game changer.
Trust the people — trust the process. Big challenges can be tackled efficient and sustainable.
Early user testing with clickable non-functional prototypes reveiled overlooked flaws early in the process.