Role: Facilitator, Mentor.
Telkomsel is the largest mobile operator in Indonesia with its 120 million users. TCASH-its mobile payment service, has only 20 million users. There are several popular mobile payment services in Indonesia, so the competition is quite tough. One of the keys to win, is the speed of delivery to the users. We need to constantly update the app with a better experience that helps users in their daily lives.
The gap
The key difference between big corporation, like Telco company and other tech startups, is the speed. Telco companies are not used to lean process, releasing MVP, learn from the users and data, iterate, then release the improved version of the app. Telco company likes to do a big-bang product launch. Some took 12 months, even 24 months. And what happen is, people’s want and expectation change, so what’s relevant 12 months ago, might not be relevant today. With this in mind, my mission was to improve the speed of the product development process, using Google Design Sprint.
Key achievements from the Design Sprint
The Design Sprint was run in three days. In three days, we had five key achievements:
Direct insights from the real users. Validation of the ideas/concept with the real users through usability testing using high fidelity prototype.
A working high fidelity prototype done in 6 hours.
Not just one, but around 88 concepts were explored. 88 concepts for the app homescreen sketched by cross-functional teams.
Highly collaborative sessions between cross-functional teams. Product, tech, design, marketing, and ops were involved in ideation until user research sessions.
Vision, goals and metrics alignment. Clarity on the vision, goals and metrics to measure the success of the app, shared clearly to the cross-functional teams.
Exploring 88 different concepts of the homescreen.
Usability Testing with real users.
This was one of the concepts explored in 4-6 hours, during the Design Sprint.
8.3x Faster
Before the Design Sprint was used, similar scope took around 5 weeks to complete. With the Design Sprint, it’s only 3 days. It was 8.3x faster! Fast is always better than slow, especially when it comes to improving the user experience. No design is perfect, so we should always learn how users use our app through research and data, and quickly improve the user experience, to make it more usable, useful, and engaging.