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Singtel is the largest mobile network operator in Singapore. And as part of a refreshed branding effort to improve engagement with their customers, Chemistry was tasked with reimagining Singtel’s paper bill to create a document that was more relevant and user-friendly for the entire nation.
The team worked closely with Singtel to deconstruct the complex billing requirements and understand the operational limitations of the bill, our work included:
We deconstructed Singtel’s complex billing requirements, seeking to understand the operational requirements of the billing team. A deep-dive of these parameters helped to inform our qualitative research, allowing us to uncover the needs and expectations of Singtel’s customers.
The new Singtel Consumer bill design boasts a meticulous layout and a refined approach to its language—removing as much clutter and jargon as possible while utilising a new set of icons and an intuitive information architecture.
On the front side of Singtel’s new bill, customers can now find a simplified, one-page overview. In addition, a more detailed breakdown of the bill can be found on the back. As a result, this creates a visually engaging, highly functional and easy-to-read document.
