Wiom Partner App. Managing internet access for growing Bharat
Wiom Partner App. Managing internet access for growing Bharat
Wiom Partner App. Managing internet access for growing Bharat
This case study features my work as part of the product design team at Wiom. I have majorly contributed on the Wiom Partner app for last 2 years. The app was scaled from MVP stage to its current avatar where it is used by the 1500 partners to manage the needs of 100 thousand Wiom Internet users every month.
This case study features my work as part of the product design team at Wiom. I have majorly contributed on the Wiom Partner app for last 2 years. The app was scaled from MVP stage to its current avatar where it is used by the 1500 partners to manage the needs of 100 thousand Wiom Internet users every month.
This case study features my work as part of the product design team at Wiom. I have majorly contributed on the Wiom Partner app for last 2 years. The app was scaled from MVP stage to its current avatar where it is used by the 1500 partners to manage the needs of 100 thousand Wiom Internet users every month.
User Experience / Visual Design
User Experience / Visual Design
User Experience / Visual Design
B2B
B2B
B2B
2 Years
2 Years
2 Years
Project structure
Overview
Overview
Overview
Wiom partners with local internet provider, helping them to grow their customer base and monthly income.
Wiom partners with local internet provider, helping them to grow their customer base and monthly income.
Wiom partners with local internet provider, helping them to grow their customer base and monthly income.
About Wiom
Wiom is the chosen internet provider for low-income groups due to its affordability and reliable service.
Wiom has crossed 100 thousand active connections with a presence in Delhi NCR and Mumbai.
The growing demand for Wiom Internet is fulfilled by a growing network of local partners that provide endpoint connectivity to its customers.
Wiom has partnered with approximately 2800 internet operators till date.
The internet operators partner with Wiom because of good profitability and a consistent stream of new customers. In return, Wiom asks the partners to provide uninterrupted internet supply to its customers.
About Wiom
Wiom is the chosen internet provider for low-income groups due to its affordability and reliable service.
Wiom has crossed 100 thousand active connections with a presence in Delhi NCR and Mumbai.
The growing demand for Wiom Internet is fulfilled by a growing network of local partners that provide endpoint connectivity to its customers.
Wiom has partnered with approximately 2800 internet operators till date.
The internet operators partner with Wiom because of good profitability and a consistent stream of new customers. In return, Wiom asks the partners to provide uninterrupted internet supply to its customers.
About Wiom
Wiom is the chosen internet provider for low-income groups due to its affordability and reliable service.
Wiom has crossed 100 thousand active connections with a presence in Delhi NCR and Mumbai.
The growing demand for Wiom Internet is fulfilled by a growing network of local partners that provide endpoint connectivity to its customers.
Wiom has partnered with approximately 2800 internet operators till date.
The internet operators partner with Wiom because of good profitability and a consistent stream of new customers. In return, Wiom asks the partners to provide uninterrupted internet supply to its customers.
My role in the design team.
My role in the design team.
My role in the design team.
I joined Wiom in May 2022 as a product designer.
I joined Wiom in May 2022 as a product designer.
I joined Wiom in May 2022 as a product designer.
I am part of a 4 person design team. During my first six months, the app scaled at a blazing pace. Weekly iterations and new features were added to support our partners' needs, and active feedback from users ensured that we refined our product constantly. I was involved in UX research, wireframing, prototyping and creating final interfaces for design handoffs with developers.
I am part of a 4 person design team. During my first six months, the app scaled at a blazing pace. Weekly iterations and new features were added to support our partners' needs, and active feedback from users ensured that we refined our product constantly. I was involved in UX research, wireframing, prototyping and creating final interfaces for design handoffs with developers.
I am part of a 4 person design team. During my first six months, the app scaled at a blazing pace. Weekly iterations and new features were added to support our partners' needs, and active feedback from users ensured that we refined our product constantly. I was involved in UX research, wireframing, prototyping and creating final interfaces for design handoffs with developers.
How I go about designing product features?
How I go about designing product features?
How I go about designing product features?
A typical sprint begins by collaborating with the product team to refine feature requirements, analyzing the performance of existing designs, and taking user feedback before working on improvements.
I try to follow a goal-based design process to gain clarity over the intended outcomes from the design.
Once a new design flow is finalized, I test it with real users to check if their goals are being met and the design is intuitive enough for them to follow with minimal guidance.
A typical sprint begins by collaborating with the product team to refine feature requirements, analyzing the performance of existing designs, and taking user feedback before working on improvements.
I try to follow a goal-based design process to gain clarity over the intended outcomes from the design.
Once a new design flow is finalized, I test it with real users to check if their goals are being met and the design is intuitive enough for them to follow with minimal guidance.
A typical sprint begins by collaborating with the product team to refine feature requirements, analyzing the performance of existing designs, and taking user feedback before working on improvements.
I try to follow a goal-based design process to gain clarity over the intended outcomes from the design.
Once a new design flow is finalized, I test it with real users to check if their goals are being met and the design is intuitive enough for them to follow with minimal guidance.
Primary user
Primary user
Primary user
User persona of a Wiom Partner
User persona of a Wiom Partner
User persona of a Wiom Partner
Meet Annu Bhaiyya, the primary user of Wiom Partner App
Meet Annu Bhaiyya, the primary user of Wiom Partner App
Meet Annu Bhaiyya, the primary user of Wiom Partner App
The goal was to align Wiom's offering with the most important needs of our users. The Wiom Partner app should work towards motivating our partners achieve their goals and grow their businesses.
“How do real partners conduct their day-to-day business” was the starting point for deciding the user flows and prioritization of features for the partner app. After conducting user interviews and spending time with users to map out their daily routines, we created this persona that reflects our primary user, Annu Bhaiyya.
The goal was to align Wiom's offering with the most important needs of our users. The Wiom Partner app should work towards motivating our partners achieve their goals and grow their businesses.
“How do real partners conduct their day-to-day business” was the starting point for deciding the user flows and prioritization of features for the partner app. After conducting user interviews and spending time with users to map out their daily routines, we created this persona that reflects our primary user, Annu Bhaiyya.
The goal was to align Wiom's offering with the most important needs of our users. The Wiom Partner app should work towards motivating our partners achieve their goals and grow their businesses.
“How do real partners conduct their day-to-day business” was the starting point for deciding the user flows and prioritization of features for the partner app. After conducting user interviews and spending time with users to map out their daily routines, we created this persona that reflects our primary user, Annu Bhaiyya.
Primary goals that guide the development of design features for the Partner App:
Primary goals that guide the development of design features for the Partner App:
Primary goals that guide the development of design features for the Partner App:
Partners should feel motivated to complete their tasks on the Wiom Partner App.
Partners should easily find the information needed to complete their work, such as installation of new customers and managing the needs of existing customers.
Partners should have clarity over the prioritization and turn around time for each job.
Partners should feel that Wiom communicates transparently over their fixed earnings and the factors that affect their performance-linked incentives.
Partners should feel motivated to complete their tasks on the Wiom Partner App.
Partners should easily find the information needed to complete their work, such as installation of new customers and managing the needs of existing customers.
Partners should have clarity over the prioritization and turn around time for each job.
Partners should feel that Wiom communicates transparently over their fixed earnings and the factors that affect their performance-linked incentives.
Partners should feel motivated to complete their tasks on the Wiom Partner App.
Partners should easily find the information needed to complete their work, such as installation of new customers and managing the needs of existing customers.
Partners should have clarity over the prioritization and turn around time for each job.
Partners should feel that Wiom communicates transparently over their fixed earnings and the factors that affect their performance-linked incentives.
Exploring the Wiom Partner App
Exploring the Wiom Partner App
Exploring the Wiom Partner App
Partner receives new lead on his app.
Partner receives new lead on his app.
Partner receives new lead on his app.
Marks interest on new lead based on address and then calls the customer to confirm.
If the customer confirms, partner schedules a date of installation as per customer availability. He then assigns the lead to his team.
Partner receives 2 new ISP renewal requests and completes them. Renewing on H8 portal as well.
He checks his fixed income and rating incentive and enters it in his log book that he maintains offline.
Partner receives another new lead.
Marks interest on new lead based on address and then calls the customer to confirm.
If the customer confirms, partner schedules a date of installation as per customer availability. He then assigns the lead to his team.
Partner receives 2 new ISP renewal requests and completes them. Renewing on H8 portal as well.
He checks his fixed income and rating incentive and enters it in his log book that he maintains offline.
Partner receives another new lead.
Marks interest on new lead based on address and then calls the customer to confirm.
If the customer confirms, partner schedules a date of installation as per customer availability. He then assigns the lead to his team.
Partner receives 2 new ISP renewal requests and completes them. Renewing on H8 portal as well.
He checks his fixed income and rating incentive and enters it in his log book that he maintains offline.
Partner receives another new lead.
Partner tracks progress of his installations.
Partner tracks progress of his installations.
Partner tracks progress of his installations.
Partner asks his team about the installation progress.
Partner receives a service ticket, he call the customer and assigns a technician on the issue.
A customer arrives at partner’s shop to pay for his connection. Partner renews his account through pay bill.
He checks the TAT left on his in progress work and takes update from his team.
Partner assigns the router pickup ticket.
Partner asks his team about the installation progress.
Partner receives a service ticket, he call the customer and assigns a technician on the issue.
A customer arrives at partner’s shop to pay for his connection. Partner renews his account through pay bill.
He checks the TAT left on his in progress work and takes update from his team.
Partner assigns the router pickup ticket.
Partner asks his team about the installation progress.
Partner receives a service ticket, he call the customer and assigns a technician on the issue.
A customer arrives at partner’s shop to pay for his connection. Partner renews his account through pay bill.
He checks the TAT left on his in progress work and takes update from his team.
Partner assigns the router pickup ticket.
Partner checks his device inventory and orders new devices. He then proceeds to end the day.
Partner checks his device inventory and orders new devices. He then proceeds to end the day.
Partner checks his device inventory and orders new devices. He then proceeds to end the day.
Partner takes stock of his device inventory and requests for new devices.
Partner checks his app, and sees he has received a new service ticket. He decides to resolve it in the morning as his team has left.
Partner checks his earnings for the day and enters in his logbook.
He messages his team on Whatsapp so that they can see the service issue first thing in the morning tomorrow.
He locks the shutter and leaves for home.
Partner takes stock of his device inventory and requests for new devices.
Partner checks his app, and sees he has received a new service ticket. He decides to resolve it in the morning as his team has left.
Partner checks his earnings for the day and enters in his logbook.
He messages his team on Whatsapp so that they can see the service issue first thing in the morning tomorrow.
He locks the shutter and leaves for home.
Partner takes stock of his device inventory and requests for new devices.
Partner checks his app, and sees he has received a new service ticket. He decides to resolve it in the morning as his team has left.
Partner checks his earnings for the day and enters in his logbook.
He messages his team on Whatsapp so that they can see the service issue first thing in the morning tomorrow.
He locks the shutter and leaves for home.
Partner receives 2 service tickets.
Partner receives 2 service tickets.
Partner receives 2 service tickets.
Partner assigns the service ticket to his team.
Partner checks the progress on the ongoing installation with his team and directs them to finish it faster.
He call the technician assigned on service ticket and asks him about the service ticket progress.
Partner receives another new lead for installation, but this time a competing partner had already claimed the new lead.
Partner assigns the service ticket to his team.
Partner checks the progress on the ongoing installation with his team and directs them to finish it faster.
He call the technician assigned on service ticket and asks him about the service ticket progress.
Partner receives another new lead for installation, but this time a competing partner had already claimed the new lead.
Partner assigns the service ticket to his team.
Partner checks the progress on the ongoing installation with his team and directs them to finish it faster.
He call the technician assigned on service ticket and asks him about the service ticket progress.
Partner receives another new lead for installation, but this time a competing partner had already claimed the new lead.
Partner arrives at his shop and does pooja.
His team arrived earlier to open the shop.
Partner arrives at his shop and does pooja.
His team arrived earlier to open the shop.
Partner arrives at his shop and does pooja.
His team arrived earlier to open the shop.
Starts the day by checking his earnings and incentives received for previous days work
Opens his H8 portal to check if any customers are up for renewal.
Opens Wiom partner app on his phone to check the work.
Checks if he has any renewals being shown in the app.
Checks if he received any new leads, or are they locked.
Check if he has received any new service tickets.
Checks with team on their work and assigns new work
Checks his rating to see any difference.
Starts the day by checking his earnings and incentives received for previous days work
Opens his H8 portal to check if any customers are up for renewal.
Opens Wiom partner app on his phone to check the work.
Checks if he has any renewals being shown in the app.
Checks if he received any new leads, or are they locked.
Check if he has received any new service tickets.
Checks with team on their work and assigns new work
Checks his rating to see any difference.
Starts the day by checking his earnings and incentives received for previous days work
Opens his H8 portal to check if any customers are up for renewal.
Opens Wiom partner app on his phone to check the work.
Checks if he has any renewals being shown in the app.
Checks if he received any new leads, or are they locked.
Check if he has received any new service tickets.
Checks with team on their work and assigns new work
Checks his rating to see any difference.
10:30 am
11:40 am
02:15 pm
04:00 pm
08:05 pm
A typical workday for Annu Bhaiyya
A typical workday for Annu Bhaiyya
A typical workday for Annu Bhaiyya
Understanding how Annu Bhaiyya conducts his business through Wiom Parter App.
Understanding how Annu Bhaiyya conducts his business through Wiom Parter App.
Understanding how Annu Bhaiyya conducts his business through Wiom Parter App.
Learnings
Learnings
Learnings
Partner require a lot of support to maintain their trust on Wiom Partner App.
Constant feedback cycles through user interviews and user testing are required to accommodate the evolving needs of the users and aligning them with business goals.
What started as an MVP quickly evolved into a feature rich app. To maintain scalability, for future iterations and new features we are improving the information architecture to make it more modular.
Partner require a lot of support to maintain their trust on Wiom Partner App.
Constant feedback cycles through user interviews and user testing are required to accommodate the evolving needs of the users and aligning them with business goals.
What started as an MVP quickly evolved into a feature rich app. To maintain scalability, for future iterations and new features we are improving the information architecture to make it more modular.
Partner require a lot of support to maintain their trust on Wiom Partner App.
Constant feedback cycles through user interviews and user testing are required to accommodate the evolving needs of the users and aligning them with business goals.
What started as an MVP quickly evolved into a feature rich app. To maintain scalability, for future iterations and new features we are improving the information architecture to make it more modular.