Easier Activation to Get It Protected
"At what step in the activation process do customers get stuck?"
Reviewed the data to analyze the drop-off rate at each step
Reviewed the data to analyze the drop-off rate at each step
Most customers get stuck at the step of taking a photo for verification
Most customers get stuck at the step of taking a photo for verification
Most customers get stuck at the step of taking a photo for verification
Most customers get stuck at the step of taking a photo for verification
Some customers get stuck at the step of entering their IMEI number
Some customers get stuck at the step of entering their IMEI number
Some customers get stuck at the step of entering their IMEI number
Some customers get stuck at the step of entering their IMEI number
A few customers get stuck at the step of filling in their personal information
A few customers get stuck at the step of filling in their personal information
A few customers get stuck at the step of filling in their personal information
A few customers get stuck at the step of filling in their personal information
"What specific difficulties do customers encounter at the photo verification step?"
Interviewed 5 existing users and invited 5 new users to observe their behaviors.
Interviewed 5 existing users and invited 5 new users to observe their behaviors.
Many customers do not have a mirror nearby
Many customers do not have a mirror nearby
Many customers do not have a mirror nearby
Many customers do not have a mirror nearby
Some customers believe the slow recognition speed is due to the mirror being dirty
Some customers believe the slow recognition speed is due to the mirror being dirty
Some customers believe the slow recognition speed is due to the mirror being dirty
Some customers believe the slow recognition speed is due to the mirror being dirty
The instructions are somewhat confusing; following the directions to move in front of the mirror does not lead to a successful photo capture
The instructions appear to involve many steps and seem complicated, making customers hard to follow and easy to skip
Uncertain if the phone should be aligned with the phone displayed on the screen
Unclear about where to align the circles
"The priority is to find alternative methods for photo verification, not solely relying on mirrors."
Conducted competitive analysis and discussed with developers on how to prevent fraud.
Conducted competitive analysis and discussed with developers on how to prevent fraud.
We can use another phone to assist with the photo verification
We can use another phone to assist with the photo verification
Increased the activation rate to 50%
Increased the activation rate to 50%
"Next up, it's time to optimize the mirror-based photo verification process."
Shorten and simplify the introduction before starting the photo capture
Shorten and simplify the introduction before starting the photo capture
Shorten and simplify the introduction before starting the photo capture
Shorten and simplify the introduction before starting the photo capture
Diminish the prominence of the four circles, reducing attention on them
Diminish the prominence of the four circles, reducing attention on them
Diminish the prominence of the four circles, reducing attention on them
Diminish the prominence of the four circles, reducing attention on them
Direct customers' attention to the right things
Direct customers' attention to the right things
Direct customers' attention to the right things
Direct customers' attention to the right things
Tech limitation: Due to a company patent, the size and shape of the four circles cannot be altered. While the color can be changed, high contrast is required for photo recognition.
Revise the four circles and the layout
Testing how external environments impact the photo verification process.
Analyze the characteristics of photos taken by customers who have previously completed the activation process
Analyze the characteristics of photos taken by customers who have previously completed the activation process
Most photos are taken in front of bathroom mirrors
Most photos are taken in front of bathroom mirrors
Most photos are taken in front of bathroom mirrors
Most photos are taken in front of bathroom mirrors
Many mirrors also have smudges
Many mirrors also have smudges
Many mirrors also have smudges
Many mirrors also have smudges
The lighting conditions in the photos vary
The lighting conditions in the photos vary
The lighting conditions in the photos vary
The lighting conditions in the photos vary
Test in various environments ourselves
Test in various environments ourselves
Actually, smudges have little impact on the process
This finding was unexpected and differs from interview conclusions, suggesting users mistakenly believe that smudges could affect the outcome
Actually, smudges have little impact on the process
This finding was unexpected and differs from interview conclusions, suggesting users mistakenly believe that smudges could affect the outcome
Actually, smudges have little impact on the process
This finding was unexpected and differs from interview conclusions, suggesting users mistakenly believe that smudges could affect the outcome
Actually, smudges have little impact on the process
This finding was unexpected and differs from interview conclusions, suggesting users mistakenly believe that smudges could affect the outcome
Photos could be successfully taken even in very dark environments, indicating that lighting has minimal impact on the process
Photos could be successfully taken even in very dark environments, indicating that lighting has minimal impact on the process
Photos could be successfully taken even in very dark environments, indicating that lighting has minimal impact on the process
Photos could be successfully taken even in very dark environments, indicating that lighting has minimal impact on the process
As long as the positioning is accurate, photo capture is quick, confirming that our technology itself is sound
As long as the positioning is accurate, photo capture is quick, confirming that our technology itself is sound
As long as the positioning is accurate, photo capture is quick, confirming that our technology itself is sound
As long as the positioning is accurate, photo capture is quick, confirming that our technology itself is sound
Invite 6 new users to test the new mirror-based photo verification process
All users were able to complete the photo-taking, with an average time of 31 seconds, indicating the new approach is feasible
All users were able to complete the photo-taking, with an average time of 31 seconds, indicating the new approach is feasible
All users were able to complete the photo-taking, with an average time of 31 seconds, indicating the new approach is feasible
All users were able to complete the photo-taking, with an average time of 31 seconds, indicating the new approach is feasible
However, feedback from users mentioned that the instructions still appeared difficult to understand and required careful reading
However, feedback from users mentioned that the instructions still appeared difficult to understand and required careful reading
However, feedback from users mentioned that the instructions still appeared difficult to understand and required careful reading
However, feedback from users mentioned that the instructions still appeared difficult to understand and required careful reading
“How might we create real-life introduction videos to make the instructions clearer for customers?”
Replace the illustrated instructions with real-life video introductions
“How might we launch a web version so that customers can have more options for activation?”
Add a new method to capture photos using a computer's camera
Add a new method to capture photos using a computer's camera
Add a new method to capture photos using a computer's camera
Add a new method to capture photos using a computer's camera
The mobile version of this responsive website has a similar process to the App's
The mobile version of this responsive website has a similar process to the App's
The mobile version of this responsive website has a similar process to the App's
The mobile version of this responsive website has a similar process to the App's
💻 Desktop:
Use this computer to take a photo
💻 Desktop:
Use this computer to take a photo
💻 Desktop:
Use another phone to take a photo
💻 Desktop:
Use another phone to take a photo
📱Mobile:
Use another phone to take a photo
📱Mobile:
Use another phone to take a photo
📱Mobile:
Use a mirror to take a photo
📱Mobile:
Use a mirror to take a photo
“How might we use image recognition to automatically fill in information, helping customers complete forms more quickly?”
After consulting with the developer, we decided to use Google's image recognition service for text extraction to save on development costs and enable a quicker launch
After consulting with the developer, we decided to use Google's image recognition service for text extraction to save on development costs and enable a quicker launch
Automatically fill in the form after reading ID information
Automatically fill in the form after reading ID information
Automatically fill in the form after reading IMEI screenshot
Automatically fill in the form after reading IMEI screenshot
Tech limitation: There are too many types of IDs, making it impossible for Google's service to recognize text and fill the form automatically
During my research, I discovered that there are over ten types of IDs just in the Philippines. After consulting with the developers, it became clear that the previous solution was not feasible. We can only recognize and extract text from images, but cannot autofill the information automatically for the personal information. Only the design of reading IMEI screenshot and automatically fill in the form is feasible.
During my research, I discovered that there are over ten types of IDs just in the Philippines. After consulting with the developers, it became clear that the previous solution was not feasible. We can only recognize and extract text from images, but cannot autofill the information automatically for the personal information. Only the design of reading IMEI screenshot and automatically fill in the form is feasible.
“How might we launch a sales portal so that sales staff in phone stores can assist users in filling out information, thus eliminating the activation step?”
Interviewed 6 sales staff from mobile phone stores that partner with Igloo.
Interviewed 6 sales staff from mobile phone stores that partner with Igloo.
We can remove the step of taking photos to verify the phone's screen
Since most customers purchase new phones in-store, and new phones are generally in good condition, sales representatives already verify the screen's condition manually. Therefore, we can eliminate the photo-taking step from the system
We can remove the step of taking photos to verify the phone's screen
Since most customers purchase new phones in-store, and new phones are generally in good condition, sales representatives already verify the screen's condition manually. Therefore, we can eliminate the photo-taking step from the system
We can remove the step of taking photos to verify the phone's screen
Since most customers purchase new phones in-store, and new phones are generally in good condition, sales representatives already verify the screen's condition manually. Therefore, we can eliminate the photo-taking step from the system
We can remove the step of taking photos to verify the phone's screen
Since most customers purchase new phones in-store, and new phones are generally in good condition, sales representatives already verify the screen's condition manually. Therefore, we can eliminate the photo-taking step from the system
We can integrate the functionality of text recognition from images to assist sales representatives in filling out forms more quickly
We can integrate the functionality of text recognition from images to assist sales representatives in filling out forms more quickly
We can integrate the functionality of text recognition from images to assist sales representatives in filling out forms more quickly
We can integrate the functionality of text recognition from images to assist sales representatives in filling out forms more quickly
It would be convenient for sales representatives to access the web page on their phones for operation
It would be convenient for sales representatives to access the web page on their phones for operation
It would be convenient for sales representatives to access the web page on their phones for operation
It would be convenient for sales representatives to access the web page on their phones for operation
