Understanding the Problem
Customers purchasing home internet, devices, or SIMs lacked visibility into their delivery and installation processes. The absence of clear order statuses led to frustration, lack of trust, and unnecessary support calls. The challenge was to design a real-time tracking flow that empowered users with transparency and control.
User Research & Insights
We interviewed and tested with 29 users focused on order tracking. The findings revealed:
- Users want simple, clear statuses (e.g., 'In preparation,' 'On its way,' 'Delivered').
- Rescheduling options are essential when schedules don't align.
- Notifications are valued at every stage.
- Users prefer DNI/ID-based identity validation, but dislike extensive registration forms.
Hypotheses & Opportunities
We hypothesized that a flow offering real-time status updates, rescheduling, and integrated help would reduce frustration. By mimicking e-commerce tracking standards (e.g., Mercado Libre), Movistar could bring familiarity and trust to telecom services.
Competitive Analysis
Platforms like Mercado Libre and Laika excel at simplified 3-step tracking flows, with integrated support (chat, WhatsApp, rescheduling). We adapted these best practices to telecommunications, adding contextual details like installation scheduling, billing previews, and service activation updates.
Wireframing & Prototyping
The wireframes explored multiple tracking views, from timeline-based flows to simplified status cards. User testing confirmed a preference for a timeline view with clear milestones, easy rescheduling, and contextual help at each stage.
Usability Testing
Moderated sessions showed that users valued:
- DNI-based validation
- Push notifications
- One-click rescheduling
Satisfaction scores were highest when users could track services without being forced to create an account.
Final Solution
The final design included:
- Timeline-based tracking (Preparation, On its way, Delivered).
- Real-time notifications at each stage.
- Options for rescheduling and troubleshooting directly in the app.
- Support access via WhatsApp or phone line.
- Post-delivery feedback for continuous improvement.
Impact & Learnings
The new tracking flow created a transparent and reassuring experience for customers. It reduced support calls, increased trust, and aligned telecom services with familiar e-commerce standards. Key learnings included the importance of **short, clear statuses** and integrating **help at every step** to reduce **user anxiety**.
Get in Touch
I'm always open to new opportunities, collaborations, or just a good chat about design. I enjoy connecting with people who share a passion for creating meaningful digital experiences, so feel free to reach out anytime!