Overview
Introducing the my airtel app - your world of airtel on the go. Download the my airtel app to manage your airtel mobile, broadband, digital tv & airtel money connections at work ,home or anywhere in between! Check usage, make payments or recharge, send money, start & stop services,get special offers, order movies, games and more!
Airtel was born free, a force unleashed into the market with a relentless and unwavering determination to succeed. A spirit charged with energy, creativity and a team driven “to seize the day” with an ambition to become the most admired telecom service provider globally. airtel, in just ten years of operations, rose to the pinnacle of achievement and continues to lead.
The Problem
Airtel’s mobile app had a serious security flaw that likely exposed the data of its nearly 325 million customer base. This would include personal information such as names, emails, birthdays, addresses, even IMEI numbers of their mobile devices. Airtel has acknowledged the issue on its mobile app and issued a fix for the same as well.
In addition to the personal data subscriber’s International Mobile Equipment Identity (IMEI) numbers were also available. All of this data could have been used by hackers to get access to mobile phones of the users.
Goals
- User : Purchase Airtime/Data securely whenever they want
- Business : Increase engagement and retention of customers
- Product : Maintain current communication structure
Research
Determined to make the new contributions feature work the way customers want, we conducted four rounds of user testing with iterations based on feedback — and customer expertise proved crucial as we conducted this testing.
However, we thought it was crucial for customers to access their data/airtime balance immediately, anytime they want.
Complex challenges like this were among several identified during user research sessions, and validating this and other solutions before implementation was key to our turnaround.