Key Features
Check fibre availability
Users can set their location using an inbuilt map or enter their location to check fibre availability in their locations.The app also provides prompts on tracking the installation process.
MTN has an internet service provider namely, MTN Fibre Broadband. Since the introduction of this
internet service provider, users either have to call the MTN office or fill a form via an existing
website in order to have the installation done in their various locations.The installation of Fibre Broadband
is free but as a requirement, users must purchase a data bundle in order for the Fibre Broadband to be installed.
Statistics show that, more often than not, the customer service representatives are not able to attend
to all calls or process submitted forms on time causing a delay in the installation of the Broadband
fibre in the various locations of users.
The MTN eShop mobile responsive app seeks to address these problems by enabling users request for MTN Fibre
Broadband installation from their location with ease. The app allows users to key in their
location, select preferred data bundles that comes with the Fibre Broadband, make payment and also
gives users an estimated date range for the successful installation of the internet service provider in their
locations.
*To comply with NDA, some details in this case study have been modified or omitted. The content reflects my own work and views, not necessarily those of MTN Ghana. Linked materials may point to evolving live products or prototypes by MTN Ghana.*
App for MTN Ghana
UX Research
UX Design
UI Design
Dora Opare
Kelvin Tyron
MTN Ghana
Users can set their location using an inbuilt map or enter their location to check fibre availability in their locations.The app also provides prompts on tracking the installation process.
Users can browse through standard and unlimited packages, select preferred bundle and make payments all within the app.
They can then fill and submit form on personal details with a form feature. With this feature, users can verify their phone number which will be the primary form of contact for when the engineers start with installation.
To finalize process, users are required to make an in app payment for the selected data package with the MTN Mobile Money (MoMo) payment method. The installation of Fibre Broadband is free.
How might we leverage the existing network of users to cultivate connection in either using maps feature to set location or accurately entering their location?
- How do users set their location when requesting for Fibre Broadband installation?
- How do users request and make decisions about what data package they purchase ?
We conducted five expert interviews to help gain a more holistic understanding of the broadband internet service installation in Accra. Because we were going to be working with a marginalized population, we wanted to take extra care to lean on the knowledge of experts who work with Telecommunications and ISPs (Internet Service Providers).
We conducted semi-structured interviews as a means for direct contact and to collect firsthand personal accounts of participants. Our interviews focused on location and design experiences.
“Most users, want Fibre Broadband, they want to purchase data bundles at the same time, giving accurate location details is quite challenging.”
(Client Success Advisor - MTN)
“I didn't have like, an app of sort. It was a lot of calls to the MTN office. I wish I had an app that made processing the request easier...”
(Bolt driver, Accra)