P002 → Fido
Fido is a mobile network operator owned by Rogers. Operating as a mid-range brand, Fido offers mobile plans, including talk, text, and data options, catering to a diverse customer base.
North Star App Concept
I designed this Fido app concept to translate the Mobile team's collective thinking and ideas into tangible form that we could test with real users. I also ran a North Star workshop for the Product and Dev teams to share visions from different perspectives. We also paid attention to our ongoing qualitative research when determining hierarchy.
Customer Support
I redesigned the Fido Support section to reduce customer-care contacts and associated costs. Quantitative data and user testing determined the hierarchy through prototyping and interviews with call centre reps.
eSIM Activation
We encouraged Fido customers to activate an eSIM on their iOS device without a QR code or in-store contact. Multiple use cases were developed and tested through prototypes, including activating the eSIM for other family members by generating a QR code. Security was critical, and numerous stakeholder meetings with the Network team ensured we had anticipated every scenario.