The Project: Claro’s Comparative Usability Test
Client: Claro
Claro Americas is part of América Móvil, a Mexican telecom group serving clients in Argentina, Brazil, Chile, Colombia, Costa Rica, the Dominican Republic, Ecuador, El Salvador, Guatemala, Honduras, Nicaragua, Panama, Paraguay, Peru, Puerto Rico and Uruguay. The company’s name means “bright”, “clear” or “of course” in Portuguese and Spanish.
In Brazil, Claro was launched in 2003 with the merger of América Móvil-owned operators ATL (serving the states of Rio de Janeiro and Espírito Santo), BCP (with service in São Paulo metropolitan area, Pernambuco, Alagoas, Ceará, Paraíba, Piauí and Rio Grande do Norte), Americel (operating in Acre, Tocantins, Rondônia, the Brazilian Federal District, Goiás, Mato Grosso, Mato Grosso do Sul), Tess Celular (other areas of São Paulo state) and Claro Digital southern).
Claro later expanded its service to the states of Bahia, Sergipe, Santa Catarina, Paraná and Minas Gerais. As of 2012, the provider is available in over 2,000 Brazilian cities. With competitor Vivo, Claro was one of two operators to introduce the iPhone 3G in Brazil, with TIM participating later. [Citation needed] Claro Brazil also runs a Pay-TV service, Claro TV. include “We listen” and “Choose”. Oficial website
UX Team:
- Joana Andrade – UX Leader / Fhios Brazil – UX Consultancy Agency
- Antônio Mozelli – UX Designer / Fhios Brazil – UX Consultancy Agency
The Usability study objective:
The project aims to carry out a comparative study of usability on exclusive customers’ areas in websites of mobile operators.
The study investigates and compares the navigational structure and how ease is to use the Customer Area interfaces of two websites (Claro – Minha Claro and Vivo – Meu Vivo) in the users’ perceptions. The expectations of these users in relation to the presented concepts, such as the needs of specific tools and contents, were also captured.
The following research methodologies were used in this study:
- In-depth interview
- Observation of participants
- Verbal Protocol ‘Think aloud’ (participants are invited to verbalize their thoughts while interacting with the tools)
- Tasks performed during the study
- Reporting of interviews with participants
- Completion of questionnaires (expressions of preference)
- Participants were invited to complete the tasks and then evaluate the interfaces of the sites based on their experiences during the tests.
My duties on the project:
As a UX Designer, I performed the following tasks:
- Assistance in all user research processes
- Assistance in assembling and managing the usability lab facility
- Development of user questionnaires
- Observation of user tasks performed during the usability test
- Development of the final usability study report
Study results:
The results for this usability study are confidential and it is Claro’s property.
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