My Dodo app & responsive website design MVP

My Dodo self service mobile app design - in progress

Problem
To decrease the number of calls to the call centre.
To do this we captured the core drivers of why customers call and prioritised these into a set of tasks to design an app that enables customers to access the information they require and offer them the ability to perform the tasks they would usually call for.

User stories
After the BETA launch we have been continuously making enhancements to My Dodo. We are still taking the top user stories and turning them into user flows.

The highest priorities for MVP have been:
Request a payment plan
Request a payment extension
View payment details
Change payment method
View daily usage
Track my order

As a customer... how can I request a payment extension?

As a customer... how can I view my daily usage?

Prototypes
As we were developing the BETA version of My Dodo, we developed a design language system (a library of resuable components - styleguide). This enabled faster development of new user flows for testing and enabled us to test high fidelity screens.

Testing and refinement
After the first round of testing we went through feedback with the Research team (and wider group) and discussed findings. They noticed there were a few instances where people didn't read the copy at the beginning and jumped straight into the task and also skipped the first step because step 2 looked more obvious.
There was also a sense that there were too many steps in some of the scenarios, so looking to go through journeys and simplify where possible.
There were also instances on the overview pages where participants felt they looked too similar to other overview pages and couldn't quite tell where they were.

User feedback quotes:
“This process has been very easy (payment plan)" - P1
“It's really good, it's pretty straight forward... totally get this app" - P3
“That was a professional sleek app" - P2
“Vast improvement on the previous one, whivh I have real experience with" - P5

Tools used
Pen and paper, sketch for wireframes, invision for protoype.

Summary of tasks
Prioritise user stories
Develop lo fi user flows
Stakeholder review
Mid fidelity design and prototypes
User testing
Iterate, design, test and repeat