Visual uplift.

Using a mix of our Design system along with our previous concept explorations of what an app could look like using some key Web assets we were able to very quickly refresh the look and feel of the app.

The team then started to build a seperate App Design Libray with its specific design language whilst still maintain consisnstency with our Digital look and feel.

• Cleaned up navigation and account and subscription management

• Improved UI visuals to explain the users accounts and usage

• Delivered a concept for a ‘user timeline’ this was a new core element to help orientate users to whats most useful and pertinant and different tomes in their life cycle, allow them clear awareness of their bill, delivery, as well as using it to highlight upgrade or sales opportunities

• Improved exposure of Three’s separate rewards app, fast forwarded the plan to later integrate that into a single app

Research led.

Running along side design we created a prototype using Figma which allowed our research team to test immediately.

13 customers completed common journeys including billing, upgrades, account management and rewards using a mobile Figma prototype.

Overall outcome

The prototype was considered a significant improvement over the current app and users reported they would be satisfied even without further changes.

The new design successfully:

• Matched customer expectations of where information should live

• Allowed users to navigate without instruction

• Made billing and account management easy to understand

• Increased interest in the Three+ rewards ecosystem

The remaining problems were not usability failures but choice overload and decision confidence, especially in upgrades and add-ons.

Usability & Learnability

• 100% of participants used the app without instruction

• Users quickly completed most key journeys

• Users could recall feature locations after a short session

• Users recovered from errors independently

• All participants reported high satisfaction and considered it a major improvement over the existing app

• Visual design matched brand expectations

The research validated and justified our core design decisions, demonstrating that the information architecture aligned with user expectations and that key journeys could be completed intuitively without instruction. Feedback confirmed the design choices, clearer hierarchy and integrated rewards model improved comprehension confidence and overall satisfaction, while highlighting remaining opportunities around decision support rather than usability.

This provided evidence-based direction for build and prioritisation.