Enhancing Connectivity

Crafting the zapFibra App for Next-Level Customer Experience

Intro

As a seasoned Web Designer with a penchant for solving complex problems, I took on the zapFibra app project with the ambition to overhaul the way our customers interact with our services. My mission was to create an app that not only served as a powerful customer service tool but also as a bridge between our company and our customers, empowering them with information and control over their services.

Objective

The primary goal of the zapFibra app was threefold: to enhance customer service, offer robust account management tools, and establish a direct communication channel with our customers. This app was envisioned to send personalized push notifications regarding bills, connectivity issues, and other crucial information. Moreover, it aimed to enable potential customers to check the availability of our fiber network in their area and begin their journey with us

Approach and Contributions

Undeterred by these challenges, I adopted a no-code approach using Adalo to construct the app from the ground up. My contributions were comprehensive:

🏛️ Information Architecture: Designed for intuitive user flow.

🎨 UI/UX Design: Crafted a visually appealing and user-friendly interface.

✍️ UX Writing: Developed engaging and informative in-app content.

🖌️ Illustrations: Created unique graphics to support the user interface.

👨‍💻 App Development and 🔗 API Integration: Single-handedly built the app and integrated it with zapFibra’s ERP Software API to access real-time ISP data.

Solutions

To address the myriad of challenges, I devised a suite of robust features within the zapFibra app, each designed to simplify and enrich the customer's experience.

Effortless Bill Management and Payments

🔸 Integrated PIX for instant, secure bill payments directly within the app.

🔸 Included an option for users to request contract unlocks, granting them quick resolution to service interruptions due to payment issues.

Comprehensive Account Oversight

🔸 Developed tools for users to easily access and manage their contract details, ensuring transparency and control over their service agreements.

🔸 Personalized push notifications to keep users informed with real-time updates on their service status and account notices.

Streamlined Connectivity Checks for New Customers

🔸 Leveraged GPS technology to enable prospective customers to check the availability of our fiber network in their vicinity.

🔸 Simplified the lead generation and installation request process, offering a seamless transition for newcomers to become zapFibra users.

These enhancements were critical in delivering a user-centric application that not only meets the existing customers' expectations for managing their services but also provides an inviting and straightforward pathway for potential customers to join the zapFibra family.

Heading

The app fundamentally improved how users interacted with our services. Features like instant payment and service requests that previously would have required multiple steps or direct contact with customer service were now a few taps away. The push notification system ensured that our customers were always informed and engaged. Overall, the app fostered a sense of autonomy among users, leading to increased customer satisfaction and loyalty.

Results

Post-launch, the feedback was overwhelmingly positive. The app’s user-friendly design and features were praised for their innovation and ease of use. It was gratifying to see how the app improved operational efficiency and user engagement. Metrics indicated a reduction in customer service calls and an increase in on-time payments, signifying the app's success in its goals.

Reflection and Future Directions

This project was a significant learning experience for me. It honed my ability to work with limited resources and reaffirmed the power of user-centric design. Moving forward, I plan to gather user data to refine the app further and explore additional features to enhance user engagement.