Who we are!
Nzeni Digital is a modern, unique and mobile marketing agency. We draw inspiration from our new-age African aesthetic, roots and creativity we were born into. An agency dedicated to your success, wherever and whenever you need us. Founded by Niel Themba van den Burg, the agency strives to develop creatively unique branding, design and social campaigns to improve your relationship with your closest customers.
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At Nzeni we pride ourselves on our connection to the latest techniques and trends in Creative production and Social management. We are the perfect small-scale agency to drive traffic to your brand’s assets, develop influencers and promote the craziest events! We keep the ear to the ground, so you don’t have to.
NZENI DIGITAL
Check Access Connection Issue Tracker
Project overview
THE PRODUCT: Log connectivity and access issues in the users area
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An app and responsive website that allows users to report and log connectivity & internet infrastructure issues in their area to hold telecom companies accountable.
Project Duration
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The project took 2 months to ideate, research and design.
THE PROBLEM
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ISP network subscribers have no way of holding their providers accountable with real statistics. Without a way to collectively report infrastructure issues, businesses, students, healthcare providers are all disadvantaged..
THE GOAL
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Create a platform to collectively track infrastructure connectivity issues that enables users to improve their own community with qualitative and quantitative data.
MY ROLE
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UX Researcher, UX Designer
RESPONSIBILITIES
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Conduct tests, design interfaces, interview users, test platform prototypes
Understanding the User
User research summary
The research was conducted to determine if users can complete a speed test and connection issue log instance within a reasonable time without guidance. In addition, the researchers determined if the user journey was clear enough for users of all computer literacy levels are able to report their access issues.
To evaluate how users experienced the platform, an unmoderated usability study was conducted to generate qualitative information.
5 participants were interviewed for approximately 10 minutes to gain qualitative data about the platform at multiple ideation stages.
User research: pain points
Device Compatibility
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Older devices or devices with fewer features are not included in digital services. Inclusion is not in mind even when considering connection accessibilty.
Statistics
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Users have no platform to access information on general connection issues experienced by other users in their community.
Voiceless
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Users feel powerless against ISP and telecommunication companies when experiencing issues.
Persona generation
Design procedure
Sitemap
Sitemap was developed for the responsive website along with user journey flows for the app which was the main access medium of the platform.
Paper wireframes
Using initial user insight, competitor audits and personas we developed paper wireframes. We used 'how might we' processes and crazy 8s to ideate potential solutions to connectivity tracking.
Digital wireframes
App starts with area evaluation window to start personalized experience
Wireframes here were intended to show how the user journey would be very visual based and easy to conceptualise the information being gathered and it’s purpose
App starts with area evaluation window to start personalized experience
Users can choose an area to keep updated with connectivity statistics
Beginning of log issue by area and assign service providers to issues
Low fidelity prototype
Prototyping here revealed the step by step format of the user flow for logging connectivity & access issues. Key issues surrounded how statistics were accessed withing the flow and the usability of the likert scale.
Usability Study
An unmediated Usability Study was conducted with prompts asking users to navigate and conduct specific actions such as logging issues, accessing area statistics and completing the likert scale survey. KPIs that were measured were Time on Task, Drop off rates, Conversion rates and User Error rates.
Mockups
Adding in a selection list in addition to the selection map visualization helps users who may have non-touch phones or struggle to select with the map. It also adds clarity.
Speed test needed to include more information of previous access issues common to the area
With larger real estate, combining the speed test page with area selection gives a better for user flow.
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Larger screen real estate on a responsive website is a better place to serve regularly updated articles on infrastructure projects in certain communities.
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Area selection page and statistics pages were combined to improve user flow.
Log issue bubble is greyed out in the logging page to indicate you cannot log an issue when already filling information about your connection.
High fidelity prototype
Speed test summary log screen was included before submission that helps give users confidence in the information submitted. As well as a full map goes to area visualization after choice before speed test.
Accessibility considerations
Selection of area list included in addition to touch-map selection for users who cannot access with touch screens.
Important information and visualizations are given bright or dark blue on white background for clarity & contrast.
Large numbers on speed test with speedometer visualization for users with poor eyesight or who struggle to read.
Takeaways
IMPACT
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The impact of this project aims to promote the ability for users and small businesses to hold their ISPs and telecoms companies accountable for neglecting to improve and serve access to certain areas. This will also include user generated data on statistics..
WHAT I LEARNED
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Presenting detailed statistics in a user friendly and insightful format is very difficult while reducing bias.
Next steps
Continue user testing for features that need to be added.
Include new cities in new databases after testing in Gauteng, South Africa.
Involve ISPs in the updates of the service to help them improve infrastructure to reduce their cost of research.