Evaluating MySTC Telecom application to improve usability and user experience of the system

Abstract

MySTC is the mobile application which is used by STC in Saudi Arabia to offer mobiles services to its clients. As is mostly the case with almost every software application, usability issues are inevitable. More so, when these issues are not identified and addressed, they significantly affect user experience which consequently results in low application usage which could potentially reduce revenue collection. This study evaluates the MySTC mobile application to identify the usability issues using discount usability evaluation methods. It further provides recommendations on how the identified usability issues could be addressed. The study discovers that most of usability issues arise because of the application interface and its navigation structure. It is, thus, recommended that the interface and navigation structure be redesigned to address those usability issues. The study further observes that the MySTC user satisfaction rate is very high. This means, notwithstanding the usability issues, the users are still satisfied with the app.