npowers audience had become over 60% mobile, but they also had a large drop off for mobile, I was tasked to investigate this and look at how we could improve the mobile navigation experience.
At first glance, there were several items of concern, after testing with users they confirmed the main pain points. A lot of screen pace was taken up with navigational content, Search wasn’t used in testing, all customer went direct to log in, other users looked to the top right for the menu then realised it was top left.
Most users complained that the navigation, login and search were all separated and would prefer them to be consolidated, customers that had multiple accounts raised that the current mobile navigation didn’t cater for them and it was very difficult to use.
Login was a page and not in the navigation, customers also mentioned the my account link was lost with the other items in the menu.
80% of npowers traffic is customers coming to the site to check their balance, pay a bill or complete an outstanding task they have been prompted to complete. This was our main focus to solve the largest audiences pain points.
With this in mind we worked on the navigation to make it easy for all users, customers could log in and complete tasks easily and access all their account information from anywhere in their journey.
February – May 2018
UX Architecture, UX Design, UI Design