ABOUT

O2 World Chat is an international calling app for iPhone and Android that users mobile networks to enable users to make international calls from the UK to aboard. World Chat has 150,000 registered users, however it has an 84% bounce rate after installation for new users.

During a two week design sprint we set about streamlining World Chat's on-boarding process while looking at ways to reduce the bounce rate of new users. We kicked off by researching competitors and interviewing users. Next we conducted a transatlantic design studio and ideated solutions to solve the identified user problems. From there we developed screens and wireframes which we iterated upon through several rounds of testing prototypes with users. Finally, we presented our design process and our final high fidelity prototype to O2 management.

After several rounds of user testing and iteration we arrived at a design solution consisting of a new on-boarding flow which explained the benefits of the app while encouraging new users to engage with the service immediately. We also encouraged users to make their first top up after they had used their free minutes, aiming to convert them into monetised users.