Real Name Registration

Introduction

Overview

This project, “Real Name Registration Flow for Prepaid SIM Cards,” was initiated to comply with the new telecommunications regulations of the Hong Kong Communications Authority. Under the regulations, all prepaid SIM cards be registered, or local service will be suspended.

Role

UX Designer
Interaction, Visual design, Prototyping & Testing, Information Architecture

Date

April 2021 – December 2021

Platform

Responsive web app

Background

The main objective of this project was to facilitate compliance with new regulations, making registration smooth for both individuals and organizations, including users under the age of 15. Additionally, the aim was to automate the eKYC process as much as possible and enhance user experience in various situations, such as registration cancellation or changes in corporate responsibility.

Understanding the problem

While the new regulation impacts the process of obtaining a new SIM card, the actual registration of acquired SIMs is comparatively straightforward in comparison to the existing method. The primary concern lies in the potential suspension of local services if the SIM is not registered prior to the stipulated deadline.

Moreover, it is crucial to acknowledge the varying levels of digital literacy among different user groups. Special attention must be given to individuals with lower digital literacy to ensure they can seamlessly navigate the registration process.

Given the diverse range of prepaid SIM products available, each sharing the same quota within a particular telecommunication provider, it becomes imperative to make the registration portal accessible across all these products. This inclusivity will facilitate a smoother and more user-friendly experience for individuals seeking to register their SIM cards, regardless of the specific product they choose.

Solution

The focus was on designing UI flows and handling UX to accommodate all situations. This included aspects such as service suspension notifications during deregistration and changes in corporate leadership. Additionally, measures were provided for the customer support team in case eKYC, which was automatically approved, was rejected. This involved notifying customers via SMS or email and assisting them in returning to the registration flow.

In addition to self-registration, users have the option to visit any 3HK retail store for assistance. Those requiring support can continue using the prepaid SIM without interruption.

Taking into account the registration quotas for each telecommunications service provider’s registered SIMs and multiple prepaid products from 3HK, a general registration flow was designed for all prepaid SIM users. Entry points to the registration flow were also created to cater to various device types and purchase methods, including app notifications, SMS, and email.