APPLICATION DESIGN TASK 2
Week 5-Week 9 (15/10/2025-21/11/2025)
Jennifer Michelle Hiendrawan/0374682
Application Design/Bachelor of Design (Honours) in Creative Media
Task 2
TABLE OF CONTENT
1.Lectures
2.Instructions
3.Task
4.Feedback
LECTURES
WEEK 5
INTERVIEW
- You need to understand what the user’s habits are like, without discussing the app (don’t mention features or doing things online).
- By understanding the user’s habits, you can find opportunities for what can be improved in your app.
- Interviews give you a chance to hear long and detailed answers from users, unlike surveys.
- Through interviews, you can also observe the interviewee’s body language, which helps you identify what they really like or dislike.
- Focus on: what happens in their life → what they usually do → why they do it.
SURVEY
- It’s okay to ask the same questions in the survey because the respondents are different from the interview participants, so you still get new and useful findings.
- Add questions that you didn’t think of during the interview into the survey.
- Include additional questions based on interview participants’ answers to explore certain topics further.
- Survey gives you the opportunity to ask questions that cannot be asked during an interview. Because surveys are anonymous, participants can be more honest and open.
Collect the data, analyze it, and then highlight the important parts
WEEK 6
AFFINITY MAPPING
- Find similarities from the interview and survey results, then group them into one.
- Create the affinity mapping using one sticky note for each user, each with a different color.
- Create “I statements” based on the grouped findings.
USER PERSONA
Fictional characters we create based on the affinity mappings.
- Determine which parts of the affinity mapping you will use to form each user persona.
- Create 3 user personas, and the photos must not be real people because the characters are fictional, use photos of local (Malaysian) characters.
- Identify what the user wants or needs to fulfill.
- Create a narrative for each user.
- Include demographic information, goals and needs, pain points, personality, behavioral information, user quotes, scenario
WEEK 7
USER PERSONA
- From the user persona, we can identify their problems, which we will later create solutions for. Use real data when creating the personas.
- Avoid creating personas based on stereotypes or assumptions, because they can be biased.
USER JOURNEY MAP
- Create a story based on the user persona. Include their emotions (happy, neutral, sad).
- From the user journey map, we can see opportunity features that can be developed in the future. Provide 3 opportunities for each touchpoint in the journey map.
- Things that are already good in the journey map can be maintained or even improved further. Fosters empathy by allowing the team to relive the user’s journey in a narrative form.
- Captures and helps understand user behavior and habits.
- Identifies the steps/process a user will go through when completing a task.
WEEK 8
USER FLOW CHART
- Avisual representation of what the user does in an application.
- Designed to support efficient task completion.
- User flow focuses on the specific actions users take.
- There can be multiple branches depending on the user’s choices at certain points.
- A rhombus represents a decision in a user flow chart.
- A rectangle is a group that contains processes and data.
SITEMAP
- A visual representation of the site/app content organization.
- The sitemap is created based on the final card sorting results.
- The sitemap is created using arrows or lines that indicate the relationships between the features.
WEEK 9
- Create the wireframe in a rough and messy way because it will be easier to pour out our ideas directly without forgetting anything.
INSTRUCTIONS
TASK
Brief
Based on the proposal we created in Task 1, we need to conduct research and apply design thinking to understand what users want and their preferences, through interviews and surveys, which will later be used to create an affinity map. From the affinity map, we then need to create a user persona and a journey map, and after that choose one of them as our target user. Then we will create the flowchart and sitemap.
Card sorting
The first process starts with card sorting, where we have to list the features in our app, competitors’ apps, and also left-field ideas. Then we have to group them into one section based on where each feature fits best. I gave a different color to each feature.
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Fig 3.2 First Card Sorting (before interview and survey)
Interview question
I created my questions as basic, general questions that aim to understand the user’s habits without mentioning the application at all. From there, I can learn their habits and preferences when topping up data and identify features that can become the best opportunities for my application.
This is my final question for the interview:
DEMOGRAPHIC QUESTION: To find out whether the interviewee is a student, a worker, or something else, because each person’s needs and habits are different. It is also to determine whether the interviewee’s age fits my target audience.
- What’s your name and how old are you?
- May i know about your background
TELECOMMUNICATION SERVICE QUESTION
- Do you top up your credit/data for phone by yourself? In your opinion, is it actually easier to top up credit/data online or offline (for example, directly at a counter)? Why do you prefer that method?
- When do you usually top up your data and how much do you usually top up? Why this amount?
- If someone asked for your advice on the best way to manage phone credit or data, what would you tell them based on your own experience?
- What do you use your data for? Can you explain?
- Have you ever experienced any problems when topping up data? If yes, can you explain what the problem is?
- How do you know how much data you’ve used? Do you check it regularly?
- If your mobile operator offers bonus data or promotions, does that influence your decision to top up? How important is it for you to feel appreciated by a telecommunication service you use often?
- What do you think will be the best way they can provide/give to you as an appreciation (maybe for being loyal customers, etc), can you please explain the reason?
- Have you ever spent/top up more credit/data if you got additional benefits (like free streaming or social media)?
- What do you think would be the fastest, easiest, and most accessible 24-hour solution when you experienced difficulties when managing your phone credit or data, such as topping up, checking your balance, or similar tasks to the point where you didn’t know what to do and it was very urgent?
After creating the interview questions, I started conducting interviews with 5 people, where I recorded the interviews and made the transcripts here: Click the link
Survey
This is my final questions for the survey:
1.Do you prefer to top up credit/data online or offline?
2.Can you tell me the reason why do you prefer that method?
3.What usually makes you hesitant to top up data/credit by yourself?
4.Have you ever experienced any problems when topping up data? If yes, can you explain what the problem is? If no, just write "-"
5.What influence and affect you the most when you top up your data?
6.As a loyal customer, what benefits do you expect to receive from your telecommunication service? 7.If someone asks for your advice on the best way to manage phone credit or data, what would you tell them based on your own experience?
8.What advice would you give to mobile network companies so they can understand better what users really need?
9.How has your dependence on mobile data or internet changed over the past few years? Do you think it has affected your lifestyle?
10.What do you think would be the fastest, easiest, and most accessible 24-hour solution when you experienced difficulties when managing your phone credit or data, such as topping up, checking your balance, or similar tasks to the point where you didn’t know what to do and it was very urgent?
Survey findings
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User persona
To create the user personas, I grouped several ‘I statements’ from the affinity mapping into clusters and formed 3 personas.
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USER PERSONA 3- Anjali Lakshmi- Social media admin worker
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User journey map.png)
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Flow chart
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I also made a dustbin where i collected the removed features from the card sorting
Interview findings
After conducting the interviews, I read each interviewee’s responses through the transcripts and identified the key points they mentioned. Here are some of the summaries
Fig 3.3 Interview findings
I also read the survey results and here are my findings based on the survey
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Fig 3.4 Survey findings
Affinity mapping
After conducting the interviews and creating the survey, I reviewed all the findings one by one and wrote them on sticky notes, then grouped them into similar categories using ‘I statements’ for affinity mapping
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Fig 3.5 Affinity mapping
To create the user personas, I grouped several ‘I statements’ from the affinity mapping into clusters and formed 3 personas.
USER PERSONA 1 - Zara Michelle - Student and part time worker
She expects more rewards, discounts, points, and promotions as appreciation from the telecommunication service, especially in today’s difficult economy. Due to her busy schedule, Zara also often forgets to top up on time (this can be used to create a reminder feature). Zara also has a habit of asking customer service via chat whenever she is confused, which is why an AI assistant would be a very suitable help for her, as it can be reached 24 hours a day and can assist with any issues or questions
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Fig 3.6 User persona 1
USER PERSONA 2- Aina Sofea - Student who use internet data for studying and social media everyday
Aina is a new student who is still not familiar with how to top up data and balance. She thinks the steps are too many and confusing (the steps can be simplified). She also often already pays for the credit and data but the payment doesn’t go through, so she can’t immediately activate the data (a balance-credited confirmation can be created). She always inputs the wrong amount and gets confused every time she tops up credit and data by herself (a pre-summary confirmation can be added)
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Fig 3.7 User persona 2
USER PERSONA 3- Anjali Lakshmi- Social media admin worker
She’s afraid of purchasing the wrong data package. She wants to top up with an amount that matches her usage analytics and habits, but the packages offered are always too expensive (a budget-based package can be created). She also wants to be able to track her transaction history.
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Fig 3.8 User persona 3
User journey map
I then continued creating the user journey map based on the pain points and habits of each persona
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Fig 3.9 User Journey map 1
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Fig 3.10 User Journey map 2
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Fig 3.11 User Journey map 3
Flow chart
Based on the three user personas, I find the first one the most interesting because it is more relatable to what many people want, especially regarding issues with membership points and frequently forgetting to top up data on time. Many people expect affordable data packages so they can save money for other needs, especially students who live away from home. Busy schedules also often cause people to forget to top up, and if they forget, it can be very critical when they need data in an emergency. Therefore, I want to create a reminder feature for topping up credit and data
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Fig 3.12 Flowchart
Card sorting
Card sorting 2 - here i included all of the opportunities based on the user journey map
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Fig 3.13 Second Card sorting
FINAL CARD SORTING - i removed the unrelated and not important features for my application based on the user journey map and user persona
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Fig 3.14 Final Card Sorting
Based on the card sorting, this is the sitemap
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Fig 3.15 Sitemap
FINAL OUTCOME FOR TASK 2
Figjam board: Click here
Presentation slide: Click here
FEEDBACK
Week 6- Your interview questions still very much on app and features. It would be great if you could get in a few questions about the interviewee life and their phone data.
(Already changed based on feedback)
Week 7- The motivation parts in user persona should be more about explaining the reason from the paint points, don't make it same with the other
(Already changed based on feedback)
Week 8- Can group one or two max for the opportunities
(Already changed based on feedback)
Week 9- Still need to improve the flowchart because don't know where is the ending
(Already changed based on feedback)
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