BradSprintDeliverable

Website and Mobile AppTesting
User experience specification including design brief, personas,
wireframes, and finished design.
Version 1
Created by Brad Thompson
Published September 14, 2016

Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Design Brief
Problem. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Objectives. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
The Plan. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Timeline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Personas
Persona 1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Persona 2. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Persona 3. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Website Design
Checkout. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Login. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Add or Remove Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Navigation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Page Loading . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Shop Phones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Mobile App Design
Homescreen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Layout. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Prototypes
Website. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Mobile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
User Impressions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Table of Contents

Sprint Website and Mobile App Testing
3
This document is a user-centered analysis of Sprint Communications Website and Mobile App (SprintZone). It includes what users thought
were faulty website and mobile app problems, solutions to the applications, personas, wireframes, the final design, and user centered
information. Included are some of these findings; login and checkout issues, visual and layout suggestions, and a dislike for the SprintZone
app. It has user approved solutions to problems found. It also asks, does the client value the feedback their customers are giving in making
it easier for them to browse the clients brand applications?
Customers cannot view the
previous page in checkout and
have to start the process over.
Layout between pages do not match
and shift around. Website needs
synchronicity.
Customers do not like the mobile
app at all. It doesn't relate to the
website and is hard to navigate.
Does the website/mobile app
allow customers to quickly and
accurately buy what they need?
Does the website keep brand
identity and give the right amount
of information to users?
Does the mobile app let the
customer browse their account
the same way the website does?
Summary

4
To begin this document, you will find the beginning of the process, which is the making of personas, Personas
provide information on the next step, wireframing. With the wireframing are rough designs of the solutions to
be tested by the same people used in the personas. When approved by the testers, more influential designs and
prototypes are conceptualized and tested until the final product is produced and approved by the client.
Introduction

6
Problem
The current Sprint.com and SprintZone app have accessibility and visual issues that current users find
distracting and prevent them from using the site and mobile app.

7
Design Objectives
To give customers, who are checking out, the option to view previous pages while navigating.
To help customers clearly understand why certain aspects of the site and app react to different situations.
To give the interfaces clear synchronicity and visual attraction.
To help pages display as much information without the use of scrolling.

8
Requirements
All pages within checkout should have a "previous step" or "previous page" button to help
customers better accomplish tasks.
The sign-in process will be clear in letting customers know why they have to type in their
information again, such as warning text.
All pages should have the same layout so to not confuse customers.
Pages with more information should be layed out in a way to use more space to avoid extensive scrolling.

9
The Plan
To complete a new design for Sprint Communications' website and mobile app that helps customers accomplish their
goals. There will be many levels of interaction and processes. First, the team gathers an amount of testers to ask questions
and find frustrations. The team gathers that information and starts wireframing and testing those solutions with the same
testers. Rough draft designs are completed and tested until the final design is complete and approved.

10
Timeline
Content from client
8/17
Wireframes
8/24
Design
8/31
Prototypes
9/7
Completed
9/14
Signed approval
8/31
Last signed approval
9/11
Top > Designer
Bottom > Client

12
31: Age
Sales Representative: Work
Married, 2 children: Family
Denver, CO: Location
Bio
Reyna is married with two children and is very hard-working.
She is currently a Sprint customer and has been for several
years. She rarely gets on the site through desktop because
she uses her phone most of the time.
Objective
• Wants to pay her bill and see when her contract is up.
• Wants to see if she is eligible for an upgrade and
disconnect other lines.
• Wants to find a new battery for her existing phone.
Frustrations
• When she was trying to change services, the website
wouldn't let her go back to the previous page.
• The website wouldn't let her disconnect a line on her account
with her information already entered into the system.
Personality
Extrovert
Creative
Liberal
Active
Introvert
Analytical
Conservative
Passive
“I work on a computer all day
so I think I’m pretty decent”
ReynaAbad persona 1

13
28: Age
Leadman: Work
Thornton, CO: Location
Bio
Albert uses his phone constantly. He needs service everywhere
he goes. He is currently a Sprint customer and wants to find
more information about his plan. He usually pays his bill on
his Sprintzone app but wants to see more.
Objective
• Wants to go into his account and try and lower his bill.
• Wants to find details about his plan.
• Wants to find specs on his phone.
Frustrations
• When first signing in, he typed in his information and the
next page made him type it in again without telling him if
username/password was correct.
• After clicking optimize my plan, he couldn't make changes
to his plan except for adding new services.
Personality“I’m usually on apps on
my phone, but sometimes I
order online”
AlbertAlvira
Extrovert
Creative
Liberal
Active
Introvert
Analytical
Conservative
Passive
persona 2

14
52: Age
Leadman: Work
Commerce City, CO: Location
Bio
Kathy is not a Sprint customer and really doesn't care about
who her provider is because her place of employment
provides her with a cell phone. She shops online so she knows
what sites are easier to work with than others.
Objective
• Just wants to browse the phone selection to possibly
buy her son a phone, who is a Sprint customer.
• If she finds a phone for a good deal, she wants to try to get
the phone connected to his account and mailed to his house.
Frustrations
• The navigation bar moves and she thinks all the pages
should be the same.
• In checkout, she could not go to the previous page.
• She noticed the page shrinks after loading and it messed
with her vision
• On the Services page, she felt if all the information was
stretched a little she wouldn't have to scroll as much.
Personality“I’ve been on a computer since they
came out, I know what I like”
KathyEggleston
Extrovert
Creative
Liberal
Active
Introvert
Analytical
Conservative
Passive
persona 3

16
Current
On several pages while shopping, there is no option
for the consumer to go back to the previous page.
Many users said it was very frustrating to have
to start the process over instead of there being
something to help them go to the previous page.
checkout keep shopping empty cart
start over remove
Checkout

17
Revised
Allowing the customer to go to the previous page helps
ease the process and gets them on to the next task. The
concept is to add a couple more buttons for the user to
get more detailed in what they want, or, if they change
their mind about something, they don't have to start over.
previous page checkout keep shopping empty cart
previous page start over remove package
Checkout

18
Current
When initially signing in, customers that may
have accidentally forgotten a letter or a symbol
in the username/password boxes have to
continue to the next page without information
on why they have to type the info again. Then, if
they type it in wrong again, the following page
finally tells them they have the wrong info.
Login

19
Revised
By putting, in red text, information about if login
info was incorrect, customers will then think about
their login info rather than get upset with the
site immediately upon launching. Text might say:
Username/password was incorrect. Please try again.
User testing will determine.
Login

20
Add or remove service
Current
Customers that have completed their service
agreement and want to disconnect a line do not
have the opportunity to do so. The only option
customers have is to add or remove service add-ons
and they got very upset while looking all over the
site to try and complete the task. They also said the
menu was misleading because the menu says 'Add
or remove a service,' when it should say 'Add or
remove service add-ons.'

21
Revised
If customers are able to drop a line from their
service, after selecting 'Add or remove a service'
from the 'My Sprint' menu, the header on the
pop-up would be better if reworded to stop
confusion of the task ahead.
If Sprint does not allow for customers to remove
a line from their account, the customer should be
informed if they have to call or visit a store.
To drop a line call 1-800-000-0000 or visit nearest Sprint Store

22
Revised
After choosing which line the customer would
like to change services on, the next page, which
is all the information and services on that device,
will have the option to disconnect the line. That
clickable blue font might say 'Disconnect this line'
and sit right below the picture of the phone and its
information at the top left of the page.

23
Navigation
Revised
Currently, the website has layout issues that some of
the testers pointed out. The navigation bar on the
left side does not stay in the same area on all pages.
The users felt like all pages should be in sync and say
it would help users browse the site easier. They also
said that the layout on most pages is nice and is what
the site should stay with. All pages that need the
navigation bar will look this way.

24
Page Loading
Revised
As the users were browsing the site, they noticed
when a page would finish loading, it would shrink.
This was trouble for users because they would click
on a button or a link that they wanted and after the
page would load, it would make the user accidentally
click on a different link. This added frustration is
due to having to backtrack when the site caused the
problem. A correction would simply be to have the
page load without movement of the layout.

25
Shop Phones
Current
For the customers that were looking at different
phones to choose from were scrolling a lot to see
the different types. Users felt like they should
have seen more at one time. The current site has
three columns of phones which made for sore
hands from scrolling. On this page, the idea of
stretching the page and having more columns
of phones would help the users compare phones
and see more at one time.

26
Revised
Utilizing the negative space to eleminate scrolling
when shopping and comparing phones helps the
customer make the right decision. Users thought
this would be much more sufficient when wanting
to view multiple items at once.
Shop Phones

28
Home Screen
Current Sign In
When the users first attempted using the mobile
app SprintZone, they said the home screen looked
fine and no problems. After the Sprint customers
signed in, some wanted to try and change their
services only to have been redirected to a page,
that was on the phone's browser, to sign in again.

29
Revised
After customers sign in, they should not have to
sign in again to manage their account. If Sprint does
not want customers to manage their account on the
app, there should not be an option to do so.
Home Screen

30
Layout
Current
Users felt like the app was hard to read. The text
and icons are grayed out and forces the users to
get closer to their device and strain their eyes. They
also said that the app was boring. All they would
want to use the app for is to pay their bill.

31
Revised
The mobile app has color and the text is darker
for the users to see better. It is more inviting and
keeps the quality of the layout and naigation.
Testers enjoyed just the little bit of color used to
create a personality.
Layout

33
Website
https://invis.io/GZ8J1A8MH
Checkout Revised
The prototype made for the website design is of
the checkout process. It shows the new buttons
incorporated in the new design which allow for
customers to navigate to the previous page without
starting the process over.
Currently, when you are looking at the page to
the right, there is no option to go to the previous
page. The prototype allows for customers to go
back to the previous page. First, you will see this
page, then click 'Previous page' and customers can
change the plan. Then click 'Ok I'm done.'
Click the link to test the prototype.

34
Mobile
https://invis.io/7N8LB80VS
Revised
The mobile prototype gives an example of the new
way of signing in to SprintZone. You would only
sign in once, like the users wanted, and you would
be able to have the same options as the website.
When you click on the link you will first see the
page to the right. Click 'Sign in' twice and you are
already taken to the 'My Account' without further
login.
Click the link to test the prototype.

35
User Impressions
"Awesome improvements! I
really wish Sprint would hurry
up and do this!"
"I really like the new design.
Helps make everything about
using the site really easy."
"Everything I asked for is what
I got. I wish everything went
my way like this!"

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