LG HelloVision's budget phone brand Hello Mobile said on the 4th that it revamped the layout and procedures of its official online store to make it easier to sign up for plans and buy phones.
The company set up the first screen of the official store as a "dual main," letting users choose between "sign up for a plan" and "buy a phone." A navigation user experience (UI) with a search bar and quick menu quickly surfaces the information users want.
When purchasing a phone, it supports comparison by device type, helping users view and choose at a glance the prices and benefits by type, such as new, used, and display phones.
Customers can set desired conditions with filters to get recommendations for the right device and plan and check free gift benefits all at once. It also provides customer usage reviews summarized in short sentences by artificial intelligence (AI).
For easier sign-ups, the company also improved the application and self-activation services. It minimized the number of fields in the application form and guides users on causes of self-activation failures and how to resolve them, reducing hassle and the likelihood of errors in the sign-up process. As a result, the time from plan sign-up to self-activation is expected to be cut by more than half, from the 7-minute range to the 3-minute range after the revamp.
This official store revamp is part of a customer-centered digital channel strategy. Hello Mobile adopted a customer-perspective problem-solving methodology run by the LG in-house training center, conducting analysis of data from 410,000 customers alongside surveys and interviews with about 980 customers.
In particular, it focused on improving major pain points such as difficulty accessing desired menus due to excessive information exposure, benefit information scattered across multiple pages, and an overwhelming sign-up process.
LG HelloVision will run a promotion to mark the Hello Mobile official store revamp. Until further notice, it will give all self-activation customers a gift certificate worth 50,000 won and offer benefits worth up to 420,000 won, including ▲ a gift certificate worth 200,000 won for friend referrals ▲ a coffee coupon for posting a sign-up review ▲ a free gift worth 30,000 won for posting on social media after sign-up.