Transforming the Digital Experience for IndiHome Customers

Challenge
IndiHome, Indonesia’s largest provider of internet, telephone, and TV services, faced significant challenges in delivering a seamless customer experience through its myIndiHome mobile app. Users encountered difficulties in navigating the app, leading to frustration and a lack of engagement with IndiHome’s digital services.

Solution
We undertook a comprehensive redesign of the myIndiHome mobile app, focusing on simplifying the user journey from registration to service management. Through extensive user research, we identified key pain points and developed a more intuitive interface that facilitates easier navigation. Key enhancements included streamlined registration processes, integrated add-on management, and improved access to customer support via chatbots and live agents.

Outcome
The redesigned myIndiHome app saw a significant improvement in user satisfaction and engagement. The simplified processes led to increased app usage, with users finding it easier to manage their services and resolve issues without needing to contact customer service directly. This transformation not only improved customer experience but also contributed to higher retention rates and positive feedback from IndiHome subscribers.