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Konek Market Mobile CRM That Turned Operational Chaos into a Managed Customer Experience
Project at Glance
Konek Market is a WiFi service aggregator from local ISPs that connects communities with broadband options available in their area. Before this app existed, customers had no single point of control over their internet service — bills, complaints, usage duration, all handled manually or scattered across different channels.
In this project I was responsible for designing the complete Android mobile experience of the customer CRM app — from the first onboarding session to day-to-day account management — collaborating directly with a developer over three months until the app successfully went live.
Period
Februari — April 2025 (3 Month)
Role
UI/UX Designer
Scope
End-to-end mobile application design
Platform
Mobile Apps
Industry
Network & Infrastructure
Website
Measurable Impact
100+
Active Customers in the First 7 Days After Launch
The new system was adopted immediately — no extra push needed.
25+
Screens Designed Finished
in one Months Every core customer flow covered — from onboarding to account management.
1x
Iteration Until Design Approved
Intensive collaboration with the developer from the earliest stage ensured every design decision was immediately feasible
01
Problem Discovery
Business Problem
Without a centralized app, Konek Market relied on manual communication for every customer interaction — payments confirmed via chat, complaints reported without a system, and no clear visibility into service status. This created an operational burden that kept growing with every new customer and couldn't be scaled.
User Problem
Everyday broadband customers had no easy way to know when their bill was due, how much usage remained, or where to report when their internet went down. This lack of transparency eroded customer trust — not because the network was poor, but because there was no visibility into the service they were paying for.
02
Design Goals
Service Transparency
Customers should be able to see their internet status — active duration, billing, and transaction history — in one screen without contacting anyone.
A Clear Complaint Path
The complaint reporting process must be simple enough that customers choose the app as their first channel — not a manual chat to admin — reducing operational load while improving satisfaction.
Comfortable on Small Screens
Most local broadband customers use smartphones with small screens and mid-to-low specifications. Every page was designed so that core content remains readable, buttons are reachable by thumb, and interactions feel light — not as a compromise, but as an intentional design for the devices they actually use
Non-Intimidating Onboarding
Konek Market's customers are everyday people with varying levels of digital literacy. The first onboarding session must be simple enough for anyone to use the app immediately, without confusion.
03
My Design Process
Stage 1 — Understanding
I mapped all Konek Market customer touchpoints previously handled manually — payments, complaint reports, account confirmations — to understand where the biggest friction existed and which features needed to be prioritized in the app's first version.
Stage 2 — Information Architecture
Before moving to visual design, I structured the app's information architecture — how the six core modules connect, the most logical navigation flow for everyday users, and feature hierarchy based on daily usage frequency.
Stage 3 — Design
I started by building a consistent mobile design system — components, typography, colors, and interaction patterns — before executing each module progressively. Small screen consideration was built into the design system from the start — minimum touch target sizes, typography readable without zooming, and layouts that don't force users to scroll excessively just to find core information. Direct collaboration with the developer began early to ensure every design decision was technically feasible.
Stage 4 — Review & Iteration
Reviews were conducted with the developer regularly throughout the three months to keep design and implementation aligned, until all 25+ screens were approved in a single iteration round.
04
UI Mockups
Internet Duration Monitoring
The duration monitoring screen was designed as the primary landing screen after login — because it answers the most common question on a broadband customer's mind: "How long is my package still active?" One clear number above the fold eliminates the need for customers to contact admin just for this basic information.
Payment, Invoice & Transaction History
The payment module was designed as a unified flow — pay a bill, view invoice, check history — without switching between pages. Full transaction transparency builds customer trust in the service and directly reduces payment confirmation inquiries reaching the admin team.
Complaint Reporting & Repair Tracking
The complaint reporting flow was designed to be as concise as possible — customers can report, communicate with admin, and track the repair process all within a single screen. Self-service guides were added for common issues so customers can try basic solutions before waiting for a technician — reducing unnecessary tickets while giving users a sense of control.
Onboarding, Login & Sign Up
Three onboarding screens introduce one core benefit per screen — monitor your internet, pay your bill, report a problem — written in plain everyday language so users of any digital literacy level immediately understand the app's value before creating an account.
Login and sign-up were designed around the same principle: as few steps as possible, as little confusion as possible. Forms were kept minimal and Google Sign-In was provided to reduce friction for new users — because every extra step at this point is a reason to close the app before ever trying it.
Account Management
The account page was designed to answer one specific need: customers who want to update their information shouldn't need to contact admin to do it. User independence in managing their own accounts directly reduces the operational load on the Konek Market team.
05
Results
Measurable Impact
100+
Active Customers in the First 7 Days After Launch
The new system was adopted immediately — no extra push needed.
25+
Screens Designed Finished
in one Months Every core customer flow covered — from onboarding to account management.
1x
Iteration Until Design Approved
Intensive collaboration with the developer from the earliest stage ensured every design decision was immediately feasible
Lessons & Reflection
When Your Users Aren't Used to Apps — and Their Screens Are Small
Designing for everyday broadband customers taught me that simplicity isn't about reducing features — it's about making every step feel familiar on whatever device they're holding. When a user opens an app for the first time on a 5-inch screen, they don't read — they guess.
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10+
Projects Shipped
5+
Happy Clients
3x
Design ROI
4+
Years Experience
Research-driven
End-to-end delivery
Measurable business impact
Multi-domain product