SHOW MEMORY
Contacts Backup Service Management
•Duration: Mar 2010 ~ Dec 2010
•Client: KT Corporation ▶︎
•My Role: Service Design & Quality Assurance
•All Project Members (9) ▼
The Platform | Android App, iOS App, Feature Phone App, Window Mobile App and Web
The Goal
Provide a stable address book backup service to change devices freely and to use an address book on the web.
The Outcome
By painstakingly detecting, solving every single complaint and enhancing them,
the number of complaints of sync errors was nearly halved in the last quarter in 2010.
About SHOW MEMORY
Show Memory, a service that safely stored contacts, text messages, pictures and voice files saved in cell phones to the server, was released in 2008.
It was the core service of KT used by 3 million users in 2010.
Show Memory provided the following functions.
• Save contacts to the server or devices
• Automatically back up content at the designated time
• Reduce duplicated contacts
• Send texts, manage contacts, import and export content on olleh.com
Challenges and Risks
As a service management project, the top priority was to quickly identify and resolve user's inquiries.
Constant errors incurred by device diversity, rapid changes in the phone market and
unusual circumstances were a huge loss which both users and administrators had to deal with.
Fragmentation
Feature phones were the mainstream:
Approximately 700 models existed, and all manufacturers respectively developed their own UX and structure.
Galapagos Syndrome
There was no standardized contacts scheme.
Each platform had a different structure, and then
Show Memory DB was not ready to accommodate the expandable system of smartphones.
Unusual Circumstances
A wide range of special characters and emoji in contacts and texts brought errors which were especially hard to identify.
Commitment to Solve the Problems
Contacts Scheme Standardization
We migrated the DB structure based on contacts of feature phones to the vCard structure that could accommodate any type of contacts from iOS, web, and Outlook.
Furthermore, we matched the fields of contacts on each platform and considered compatibility across multiple devices.
Direct Help Menu
A help menu was created which could reduce processing time and enable quick and accurate communication between users and administrators in order to obliterate hassles of inquiry via phone or email.
Also, a back office to monitor and track inquiries was built to handle them more quickly and productively.
UI Renewal
We focused to improve the UI to fit the iOS environment since the number of iPhone users was significantly on the rise.
We added the "Delete all contacts" function for iOS users to provide a solution when their contacts became messy after downloading.
My Contributions
To be honest, I could not make a best impression when I was introduced to KT people.
I was in an entry-level position, and the prior worker had his 8-year career.
All I could do was I did my best with all my sincere mind for users.
Consequently, I was recognized as a trustworthy and passionate worker when the project was terminated.
Research • Ideation
I suggested new ideas based on research of contacts services and benchmarking.
UX • UI Design
New interfaces of mobile apps, web and back offices were designed with my efforts.
Quality Assurance
All products were released after testing through my hands. I provided manuals and FAQs for close collaboration with Customer Center.
The Outcome
The user's error rate was halved when comparing early 2010 and late 2010.
This achievement built bond with KT and took us to the next contract "mySYNC Project - fast and secure sync service integration".
PROJECT MEMBERS
Project Manager Jonghwa Seo
Server & Window Mobile Sunghwan Bang
Android Jungsun Park
iOS Kangin Kim
Feature Phone Inhee Yoo
Web Suksik Kim
Service Design & UI Design Hyejin Lee
GUI
• Android & iOS & Feature Phone Eunkyoung Im
• Web Hyunjung Park
Quality Assurance Hyejin Lee