Overview:
Starlink is a satellite internet service provider that aims to provide high-speed internet to people living in remote areas. To facilitate the process of ordering and setting up the Starlink internet service, the company has decided to create a mobile app that customers can use to order and manage their service.
Problem:
The Starlink website is currently the only way for customers to order their internet service, which can be inconvenient and time-consuming. Also, the website is not mobile-optimized, which makes it difficult for customers to order and manage their service on the go.
Goal:
The goal of this UX case study is to design a mobile app that makes it easy for customers to order and manage their Starlink internet service.
Proto Personas:
The Rural Resident
Name: John
Age: 45
Occupation: Farmer
John lives in a remote area with limited internet access. He needs reliable internet service to manage his farm business and communicate with his suppliers and customers. John is not very tech-savvy but wants an easy-to-use app that can help him order and manage his internet service.
The Digital Nomad
Name: Sarah
Age: 28
Occupation: Freelance Designer
Sarah travels frequently and works remotely. She needs a high-speed internet connection to work effectively and stay connected with clients. She is always on the go and needs a mobile app that can help her order and manage her internet service from anywhere.
The Tech-Savvy Family
Name: James and Emily
Age: 35 and 33
Occupation: IT Professionals
James and Emily have two children and need a reliable internet connection for both work and leisure activities. They are tech-savvy and want an app that provides detailed information on service plans, data usage, and troubleshooting. They also want the ability to easily change their service plan as their needs evolve.
The Student
Name: Alex
Age: 20
Occupation: College Student
Alex is a college student who needs reliable internet service for online classes and research. He is budget-conscious and wants an app that provides transparent pricing and easy payment processing. He also wants to be able to track his data usage to avoid overage fees.
Research:
To begin the research process, I conducted user interviews with current and potential Starlink customers to understand their needs and pain points. We also conducted a competitive analysis of other internet service provider apps to see what features are commonly offered and how we could differentiate the Starlink app.
Design:
Based on our research, we designed the following features for the Starlink internet order app:
Account Creation:
Users can create an account within the app, which will allow them to order and manage their internet service.
Service Availability:
Users can check if Starlink internet service is available in their area by entering their address.
Service Selection:
Users can select the internet service plan that fits their needs and budget.
Payment: Users can securely enter their payment information and complete the order process.
Installation: Users can schedule an installation appointment and receive real-time updates on the technician's status.
Account Management: Users can view their billing information, change their service plan, and troubleshoot any issues with their internet service.
Information Architecture:
Home
Overview of Starlink internet service
Call to action to create an account or sign in
Account Creation
Sign up with email or Google account
Input personal information (name, address, phone number)
Create password
Service Availability
Enter address to check if Starlink internet service is available
Get notified if service is not available
If available, continue to service selection
Service Selection
Choose internet service plan (speed and data allowance)
View plan details (pricing, contract length, installation fee)
Add equipment (satellite dish, modem)
Confirm order
Payment
Secure payment processing
Add payment method (credit/debit card or PayPal)
Confirm payment and order details
Installation
Schedule installation appointment
Receive real-time updates on technician's status
Get notified when installation is complete
Account Management
View billing information and payment history
Change service plan
View data usage and avoid overage fees
Troubleshoot internet issues
Settings
Edit account information
Manage payment methods
Adjust notification preferences
Log out
The information architecture outlines the main features and navigation structure of the app. The app follows a clear and intuitive flow that guides users through the process of ordering and managing their internet service. By dividing the app into specific sections and features, users can easily find the information and tools they need to complete their tasks. The design should be simple and user-friendly, with clear calls to action and easy-to-read text. The goal is to provide a seamless user experience that makes it easy for customers to order and manage their Starlink internet service.
Testing: To test the usability of the app, we conducted user testing with a group of current and potential Starlink customers. We received positive feedback on the ease of use and the convenience of the app's features. However, we also received some constructive feedback on areas for improvement, such as adding a feature to track data usage and providing more detailed information on the installation process.
Conclusion: Overall, the Starlink internet order app was designed to make the process of ordering and managing internet service as easy and convenient as possible for users. By incorporating features such as service availability checks, easy payment processing, and real-time installation updates, the app can provide a seamless experience for customers. Through user testing and feedback, we can continue to refine and improve the app to meet the evolving needs of Starlink customers.
