Considering that many people now have multiple devices and therefore need multiple SIM cards, I feel that the SIM activation pages are very unhelpful and need to be more user friendly and intuitive, thereby improving the member experience.
As it stands right now, a member with an existing SIM entering an activation code whilst logged/logging into their account is greeted by the SIM Replacement (SIM swap) page, with the very unhelpful statement:
"You cannot have two active SIMs. Activating a new SIM will deactivate your current SIM."
The member then has the option of continuing with a SIM swap, or backing out of the process. This results in members doing SIM swaps when they really wanted to change their number or register a second SIM, or backing out and not knowing where to go from here. This does nothing for the overall member experience, and causes members to become confused or frustrated by the whole process, and possibly them spending ages searching the knowledgebase or asking in the community.
I feel that this process could be much improved with a little modification to the current process flow, so that when an existing member enters the activation code from a new SIM they are presented with a series of option buttons or links, each taking or guiding them towards the correct path
I want to:
Move my number to a new SIM
Starts SIM swap procedure
Activate a replacement SIM
Explanation before starting SIM activation
Activate an extra SIM for another phone/device
Instructions to activate SIM on a new account
Change my number whilst keeping the same account
Instructions to change number via agents
Have an additional SIM on the same number
Explain this is not possible and give alternatives
Better overall member experience
Reduction in erroneous SIM activations, therefore reduction in cancellation requests
Reduction in Help & Support and agent questions relating to SIM activations
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