My Tariff Plan — Redesign
Users couldn't quickly understand their resource usage and struggled to manage their plan. We redesigned the page to surface the right information instantly and remove friction from key actions.
Quantitative & Qualitative Study
We combined behavioural analytics with direct user input to understand both what users were doing and why.
Design Implications
• Surface resource status in context of exchange. Since users check resources while exchanging — show balances directly inside the exchange flow, not only on a separate screen. • Always show SMS alongside data and minutes. SMS is a reference point for exchange decisions — removing it from primary view breaks the user's decision-making process. • Adapt the UI to subscriber context. Hide or collapse special resources for subscribers who don't have them — reduce irrelevant information and cognitive load. • Place upsell after exchange, not before. Intercept the "I ran out of data" moment with an offer after the user completes or fails an exchange — not as a blocker.
Results After Launch
The redesign shifted user behaviour from reactive to proactive — more subscribers now engage with the app regularly, and contextual upsell placement at the right moment in the exchange flow drove a significant uplift in service revenue.
The Result
Resource usage visible at a glance via progress indicators.
