When initiating this project, MyTelkomsel was already a well-established mobile application, but at the time, it had just gone through a major visual update. The interface and overall appearance were significantly changed from the previous version. During my early research and casual discussions, I noticed that several people around me, both users and even non-users, expressed discomfort and confusion with the new look. They felt that the changes were too drastic, and some elements that used to be familiar were now harder to find or understand. This feedback sparked my curiosity and became one of the key motivations to explore how users were adapting to the redesign and what could be improved to make the experience feel more intuitive and comfortable again.
Quoting from its official website, MyTelkomsel is a mobile application service provided by Telkomsel. MyTelkomsel enables users to explore various offers and perform transactions related to Telkomsel products, including purchasing internet packages.
Before jumping into solutions, I started by understanding the users and what they were experiencing. This phase focused on gathering real insights through observation and informal conversations to get a clear picture of their needs and pain points.
The data was obtained from interviews conducted with 5 participants. The criteria are as follows;
5 out of 5 participants who had previously used the MyTelkomsel app mentioned feeling uncomfortable when landing on the app’s home page. They shared that the layout felt overwhelming and that it was difficult to quickly find the features they needed.