To continue evolving and delivering the best customer experience, Altice Portugal decided to redesign the My MEO app – the main communication channel between MEO and its customers.

In collaboration with several MEO teams, we defined the UI principles for the new application. My MEO should be approachable, inspiring, and transparent. With these principles in mind, the main objective of the project was to create a new experience for MEO customers: more immersive, human, and personalized.

In the first five weeks, during the strategic phase, we defined the objectives of the application, aligning them with business goals and user needs. In the following six weeks, during the tactical phase, we developed a project roadmap, prioritized the most relevant features, defined the app’s information architecture, and designed the UI concept.

The final operational phase lasted five months. We created a design system and developed the app experience according to the roadmap. Each designed feature went through a research and UX/UI stage to ensure the best user experience.

On the app’s home page, customers can view all information related to their MEO services, such as bill status and mobile data usage progress. They can also access personalized features based on their location. When users are at home, “Indoor Mode” is activated, allowing them, for example, to run a Wi-Fi speed test. When they are outside, “Outdoor Mode” enables the use of MEO GO to watch television.

Users can easily manage their MEO services, review terms and conditions, and control features to avoid additional costs. The app also includes a chatbot and a virtual assistant, designed to help with account and service management, including performing diagnostics when necessary.

Customers can conveniently check the amounts of their most recent bills, review the details, and compare them with previous months. They can also access and edit their account information and MEO contracts in the Profile section.