• Jonas Blendstrup Rasmussen
  • Dany Huynh
4. term, Information Science, Master (Master Programme)
This study sought to research how self-service could be implemented in a phone application while supporting different target groups with different needs. Furthermore it sought to understand how data visualisation could be improved in a phone application, with regards to improving understanding and communication of information to users. The study was based on a collaboration with the telecommunication company CBB. CBB has an app which allows users to control their phone subscription as well as track their data and phone usage. Theory was found in the areas of usability, design of phone applications, as well as self-service and data visualisation, in order to support the evaluation and design of a phone application.

Six interviews were conducted with CBB customers in various ages, who were users of the app, in order to gain an insight into the customers needs and problems with using the app. From these interviews an affinity diagram was formed, which helped group and categorise the insights from the interviews, so that it could be used to inform the design process. An interview was also carried out with a communications employee at CBB, with the purpose of being able to analyse the customer journey of the onboarding process at CBB, so that it could be understood when and if customers are introduced to the app, and how that might affect their usage of the application.

Based on the findings from the affinity diagram and the customer journey analysis, a how-might-we question was formed, which could be used as the starting point for the design process. CBB’s application was evaluated through a usability study with eight test users, in the beginning of the design process, in order to gain an insight into how users use the app and which areas needed to be improved upon. Following the usability test a sketching process started which had the purpose of exploring various solutions and concepts. The sketches were evaluated through the NAF method, and then combined into a wireframe. From the wireframe a prototype was created which was evaluated through another usability study using the same test users as the first usability study.

The results of the two usability studies showed that there were 21 usability problems with CBB’s current application, and only 6 usability-problems with the redesigned prototype. Furthermore it was found that users found it easier to navigate and find help in the prototype compared to CBB’s application, which also contributed to making it easier to understand the data visualisation in the app, since it was more clear which data belonged to which category in the visualisation. It was also found that the primary self-service page in the prototype was difficult to find, which hindered the users’ way of solving problems themselves. However test users found it easier to find a way to contact CBB’s customer service, and especially younger test users appreciated the opportunity to contact customer service through a live chat.
Publication date1 Jun 2022
External collaboratorCBB
Rusne Kvosciauskaite rukv@cbb.dk
ID: 471796080