Windtre Mobile Apps
As a Senior UX Designer in 2014, I led the redesign of Wind Tre’s primary mobile application, aiming to enhance user engagement and streamline access to services for millions of customers across Italy. The app serves as a central hub for users to manage their mobile accounts, monitor usage, and access customer support.
Responsibilities and Activites
I conducted comprehensive user research to identify pain points and understand user behaviors, which informed the development of a more intuitive and user-friendly interface. Collaborating closely with cross-functional teams, including developers and product managers, I ensured the design was both aesthetically pleasing and functionally robust. Key initiatives included simplifying navigation, enhancing the dashboard for real-time monitoring of data, minutes, and SMS balances, and integrating new features such as secure in-app top-ups and personalized offers. I also focused on optimizing the app’s performance to ensure a seamless user experience across various devices and operating systems.
Problem
Wind Tre’s mobile app served millions of customers across Italy, but the existing design presented usability challenges that affected engagement and customer satisfaction. Users found it difficult to manage their accounts, track usage, and access support due to fragmented navigation and cluttered interfaces. The app lacked a cohesive experience across devices, leading to high drop-off rates and increased reliance on customer service channels.
Solution
I redesigned Wind Tre’s mobile app to provide a more intuitive and seamless user experience, focusing on simplifying account management and real-time usage tracking. By streamlining navigation, enhancing the dashboard, and integrating features like in-app top-ups and personalized offers, I reduced friction in key user flows. The redesign optimized performance across devices, ensuring consistent interactions and faster load times. The result was a more engaging and accessible app that improved customer retention and decreased support requests.
Impact
User Adoption
10M installations Google Play Store
Customer Satisfaction
3.8 rating on Google Play Store (from 2.8)
Feature Engagement
25% increase in in-app top ups and personalised offer activation
Support Efficiency
15% reduction in Call center inquiries
Performance Metrics
20% decrease in load times 30% decrease crash rates
Revenue
12% mobile service upsell conversions
