User journey

Overview

The user starts at the transaction overview and decides to click on an action. If it is the first time then the user will be presented with a service introduction before proceeding to the action flow. In the action flow the user provides the necessary details for Minna Technologies to take action on their behalf. After completing the action flow the user will come back to the transaction overview where the current status of the taken action will be shown. The user will have the possibility to review the actions and complement any failed actions. Status updates will also be sent to the user through Insights and optionally as push notifications.

Simplified overview of the user journeySimplified overview of the user journey

Simplified overview of the user journey

Transaction overview with actions

Users will see Quick action buttons together with subscription related transactions. Quick actions can be added to augment any view that presents transactions. There are two recommended approaches, either a generic Manage subscription or one or several direct actions such as Cancel it.

a) Manage subscription

When the user clicks Manage subscription, the user is navigated to the Transaction details (which could be a page or a drawer component). From the Transaction details the user can choose to Cancel the subscription and/or Compare & Switch depending on which actions are available. Based on our research a Manage subscription button is the recommended approach.

Manage subscription on transaction and specific actions on transaction detailsManage subscription on transaction and specific actions on transaction details

Manage subscription on transaction and specific actions on transaction details

b) Direct action

An alternative approach is to directly place action buttons on the subscription related transaction.

  • Cancel it, navigates the user to the Cancellation form.
  • Compare & Switch, navigates the user to the Switch guide.
Direct actions on transactionDirect actions on transaction

Direct actions on transaction

Service introduction/consent

First time users of Minna Technologies services will see a service introduction. The introduction explains the feature, benefits and information that the user needs to share for Minna Technologies to act on behalf of the user.

Service introductionService introduction

Service introduction

What do we say here explicitly about consent? Is it implicit or explicit? Is it POA or for the full solution?

User consentUser consent

User consent

Subscription service type

Users will encounter subscriptions with either one or multiple services tied to the subscription. An example of a subscription with multiple services is a telecom provider that has broadband, tv and mobile phone services.

Single service

In the case that the user wants to take action on a single service subscriptionsingle service subscription - The subscription associated with a Single Service Provider, then it is straight forward and the user continues directly to the action flow.

Multi service

In the case that the user wants to take action on a multiple service subscriptionmultiple service subscription - The subscription associated with a Multiple Service Provider, then the user will need to first supply what services they have with the service provider. Then select the specific service which they want to take action on.

Multi service flowMulti service flow

Multi service flow

Perform action

After the user has clarified what service they want to take action on, the user will be presented with further questions regarding their cancel or switch. After completing the action flow the user will be able to return to the transaction overview where the subscription related transaction will be updated.

Performing a cancellationPerforming a cancellation

Performing a cancellation

Action ongoing

Subscription related transactions with an ongoing action should show the [ACTION TYPE] ongoing status instead of for example Manage subscription. This status should be shown from the day the action was initiated and 30 days onwards. After 30 days the status should not be visible on the transaction itself.

Static entry point

As a compliment to the status on the transaction, a static entry point should be shown. This entry point should show the ongoing status even after 30 days if it is still ongoing. There can be one or more static entry points reflecting the number of ongoing actions.

The user will also receive an Insight on status updates. Insights are created to provide continuous updates to users and to create Call To Actions (CTAs) for notifying the user to revisit Minna, either through your native application or through the WebUI.

Ongoing action on transaction and static entry pointOngoing action on transaction and static entry point

Ongoing action on transaction and static entry point

Review ongoing action

The user can review the ongoing action by clicking on either of the status entry points. This will navigate the user to a detailed status of the ongoing order. Alternatively the user can be shown a list of all ongoing orders and choose to navigate to a detailed view.

Reviewing ongoing actionReviewing ongoing action

Reviewing ongoing action

Action completed

For any subscription related transactions with a completed action. The ongoing status will be updated to completed and show the completion date. This status should be shown from the day the action was initiated and 30 days onwards. After 30 days the status should not be visible on the transaction itself. However, completed actions can still be shown as or accessed from a static entry point.

The user will also receive an Insight that the action is completed and informing about the final date and additional details from the service provider.

Completed action on transaction and static entry pointCompleted action on transaction and static entry point

Completed action on transaction and static entry point

Action failed

For any subscription related transactions with a failed action. The ongoing status will be updated to failed. This status should be shown from the day the action was initiated and 14 days onwards. After 14 days the status should not be visible on the transaction itself. However, failed actions can still be shown as or accessed from a static entry point.

The user will also receive an Insight informing about why the action failed and what can be done to complete the action.

Failed action on transaction and static entry pointFailed action on transaction and static entry point

Failed action on transaction and static entry point

Review completed orders

The user can see a complete history of the actions they have taken. For users that are using Minna's Identify feature they will instead be navigated to the subscription overview in the subscription manager.

Reviewing completed ordersReviewing completed orders

Reviewing completed orders

Sign up for full experience

The user has the possibility to sign up to become a full user. Signing up enables the full capabilities of Minna Technologies subscription features as well as monitoring insights. The user can be given the opportunity to sign up at several occasions.

Sign up as part of introductionSign up as part of introduction

Sign up as part of introduction

Sign up as a static entry pointSign up as a static entry point

Sign up as a static entry point

User removes consent during ongoing action

While it is possible for a user to remove consent at any time, it is important to inform that it will effect the ongoing order. An ongoing cancellation will be aborted and an initiated switch will most likely be completed.

Warning user about removing consent during ongoing actionWarning user about removing consent during ongoing action

Warning user about removing consent during ongoing action


Did this page help you?