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BlkSim 4G
Sim Cards for Students

When Covid forced education to adopt remote learning

South African students faced additional challenges.

My role:
Service Design, UX/UI Design, Product Strategy, Brand Identity
Lead Designer overseeing concept to creation and handoff

Product Type:
B2C ISP Subscription Model

Contract Type:
Freelance

Project Date:
April 2020

Client:
BlkSim 4G

A Covid inspired Solution

Sim Cards for Students

"That's just how it is" isn't good enough

Listen to the AI narrated case study.

0:00/1:34

In the early days of the COVID-19 pandemic, South Africa lacked the capacity to provide internet access to learners for remote learning, and millions of kids could not afford data to connect via a mobile device. The local cellular data sales strategy most closely resembles that of a drug dealer, with high prices and small quantities called data bundles. For no apparent reason, they have an expiration time, usually two to five days, and whatever remains of the purchased data is void at the cut-off time. The cost per gigabyte in South Africa has historically been among the highest in the world, averaging $10.00.


With a majority rural, low-income population, the prospect of remote learning meant something very different for most kids: they would not receive access to education for the duration of the pandemic. This seemed unacceptable to some colleagues and me. We couldn't understand why nobody seemed to be doing anything about it. We had identified a need.


Naturally, a startup resulted.

Fig.1 Survey completed in 2019

Zambia
$3.02
Nigeria
$3.16
Ghana
$3.65
Libia
$3.85
Rwanda
$4.05
South africa
$10.00
Uganda
$2.89

BlkSim Brand Identity

The brand identity created for the business was clean and simple, clearly illustrating exactly what the product on offer was.


The quirky fact that "BlkSim" was an abbreviated form of a colloquial profanity, spelled "Bliksem," was argued to count in our favor in terms of brand stickiness.

Main Screens & Data Visualization

We had the idea to negotiate a deal with a cellular provider to utilize enterprise 4G fleet SIM cards, which come pre-loaded with 30GB monthly data bundles. They would perform the same function but in a different device.

These SIM cards are primarily for tracking systems in fleet vehicles and are thus registered to a single customer and distributed in bulk, eliminating the need for contracts, pre-approval, and credit checks.

This, in turn, opened up the possibility of fulfilling orders placed by anyone, including students, a market segment that none of the cellular giants could hope to tap into.

After meeting with one of the top three mobile operators in South Africa, the campaign was conditionally approved. We closed a deal to retail data SIM cards with 30GB of monthly data at $11.40 per month, a win for us as the cheapest comparable data SIM cards were priced at $34.00 per month. However, we were not allowed to advertise, promote, or otherwise divulge anything regarding the offer.

The most logical solution was to leverage existing national infrastructure, so we decided to distribute the SIM cards using schools as distribution hubs. Each school was responsible for its own students in terms of SIM distribution, payment collection, and new orders, resembling a multi-vendor marketplace. Each school had a dashboard where new orders were received and payments updated.

Marketing & Referrals

To encourage users to refer their friends, we decided to make that the function of the main button.

Additional Screens

We initially intended to reach out to school representatives listed on the official list of registered schools and explain the offer, hoping they would pass along the information, but this plan died in the cradle due to too much explaining to people who appeared uninterested. This turned out to be a good problem, as instead, we introduced a referral program with data rewards for every converted referral and got students to promote the product. We approached them via Instagram and Facebook direct messages and added them as friends within popular groups, a slow process that quickly gathered momentum and snowballed the growth rate beyond what we could have managed on our own.

To meet the various challenges, we built a mobile app that would provide them with an easy way to manage their accounts, pay subscription fees, and importantly for the project, play their part in promoting the service. Once the automated payment processing and the referral program were in place, we began testing the platform by collecting feedback from the prototype on User Testing. As a result of our design approach, the user experience became scalable, and thanks to the flexible process, we were able to build a product quickly with minimal revisions before launch.

Student App Touchpoints

4 Steps to order a sim card

Find your school on the map

St James College
Rivonia, Johannesburg
This is my school

Confirm school selection

Verify your identity
Order a sim card

The research and exploration stages played a big part in the service design process, speeding up development.

The sections include:

• Onboarding: Google Maps geolocation data shows all the schools in the area.
• Orders: Ordering a new sim card takes less than two minutes.
• Payments: We used Payfast for checkout and subscription billing.
• Account Dashboard: Usage tracking and data balance.
• Promotion: A referral program to incentivize word-of-mouth promotion.
• Rewards: Statistics on data earned from referrals.

By the end of 2020, the total number of users had reached 39,000 across seven provinces and continued growing in 2022. Thanks to the low price of the BlkSim student sim cards, the collective total monthly savings was over $1,000,000 within 3 months, which is significant considering the circumstances of the customers being served.


The project received corporate interest and offers for school sim card sponsorship. However, it was always only a temporary solution, and by the end of 2022, we decided to sunset the service, having provided a total of 85,302 students and their families with internet access.


The project and existing customers were absorbed into the general network of the ISP after we agreed to retain all existing customers on their student sim cards and at the same rate.

// ReadMe

// The rest of this case study shows visual elements including typography, color,

spacing, icons and the data-driven design process we followed.


// Also included: Service Blueprint, Project Roadmap, Story Map, User Empathy Map and Journey Map.

Typography & Color

Spacing

32
40
48
64
80
112
128
136
160

Icons

Journey Map

Stages
Acquaintance
Setup
Point of
contact
Welcome to BlkSim : Sim Cards for Students
Enable Geolocation data
Select your school from the map icons nearby
Registration and account login screen
Account and KYC
Targeted
actions
Login to existing account
Register a new account
Recover Password

Returning user - account dashboard

Creates an account

Explores endpoints
Service requires monthly payments
Easily orders new sim card
Goals
This app facilitates cheap internet access
Well defined intent and expected outcome
New account - accepts terms of service
Agrees to terms of service
Happy to proceed
Avoids the hassle of contracts & paperwork
Gains access to cheap mobile data
Process
1. Explore the interface
2. Familiarize UI and main feature set
3. Can achieve goals autonomously
4. Never experiences confusion or gets lost
5. Successfully converts and completes order
1. Enters the phone
2. Click "Log in" or closes the application
1. Learns about benefits for users
2. Selects one of three :
3. Reads user reviews
4. Looks at the different without subscription
Thoughts /
Feelings
• I want this service.
• It conforms to best practice and I’m comfortable
• I can earn free data? How? Explores...
• Why should I register?
• Possible to continue without registration?
• Do I need to enter a password?
• Do I need a bank card?
• When will I have to pay?
• What's happening?
• What currency can I
• How do I create an account
• Why should I import?
• Which banks are avc
* Will I be able to change
Fears /
pain points
Primary:
• Offer must be clearly communicated
• No doubt about credibility
• Avoid fear of scams
• Clearly outline the product offer
• What if I hit the wrong button?

Secondary:
• Can I have multiple accounts?
• Will it charge me without my prompt
• Can I get a payment grace period?
Important:
• Possible - continue w/out registration?

Secondary:
• How to get back?
• What if I already have an account?
• What if I get spam emails?
Important:
• Will I have reliable access

Secondary:
• What if I can’t pay
• Will I run out of data

Happy
Uncertain
Unhappy
ΚΡΙ
The amount of onboarding completed
Time spent onboarding
Fewer exits from the app -> User numbers grow
• Account registration
• Continuation of onboarding
• Adding or creating
• Enabling import
• * Continued by nbc

Service Blueprint

// Below is the Service blueprint showing the operational relationship

between all entities in the chain.

Mobile Service Provider

BlkSim 4G

Schools

Mobile App

Students


Order placement after successful Payment
Direct marketing
Maintenance
Batched orders in
Dropshipping / Fullfilment order
Weekly Sim Card delivery directly to schools

Project RoadMap

// The design roadmap visualizes our team's creative process.

Starting
Strategy
• briefing
• project calendar
• project passport
• project storage
• technical task
Analytics
Research
• user interviews
• analysis of personas
• jobs to be done
• user flow
• customer journey map
Rebranding
Branding
• logo
• color palette
• typography
• digital materials
Design system
UX/UI Design
• prototyping
• wireframes
• design concepts
• design all pages
• final design
Mobile
Development
• front-end
• mobile & tablet
• animations
• back-end
• testing & launch

Sprint 1

Sprint 2

Sprint 3

Sprint 4

Developement

Strategy
Research
Process
Branding
Design
Development

Story Map

// User story mapping is both a visual and planning exercise that allows
a product development team to put all the tasks of a feature development

Pick school from Map
Verify student status
Register New Account
User Data Entry
Login
Username
Password
User Account Setup
Verification
How it works User Guide
Sim Card Specification
Check Data Usage
More
Order New Sim Card
Enter User Particulars
Setup Payment Method
Process Payment
Check Data Usage
Verify student status
Dashboard
Check Daily Usage
Account Balance
Order New Sim Card
Referral Programme
Logout
Pay Account
Settle outstanding bills
Payment method
ID Verification
Automated payments
Update payment details
Cancel Service
Payment History
ID Verification
One Time Pin
Gateway Account Login
Pay Account
EFT/Debit/Credit Card
Authorize payment
Error/Failure/Alternative
Referral Programme
Personal Dashboard
Refer for Free Data
My Referral Statistics
Data Earnings
Refer a Friend
Terms & Conditions
Promotional Material
Housekeeping
Other accessible pages
The BlkSim Story
Investors
Distribution Channels
Support
Get in touch
Live Chat
User Guide / FAQ

User Empathy Map

// An empathy map is a collaborative visualization used to articulate
what we know about a particular type of user.

Grade 6 Student

Grade 9 Student

Grade 10 Student

Grade 12 Student

Thinking

“I'm so frustrated with how much I have to pay for my phone plan. I feel like I'm getting ripped off, and I'm stuck in this contract with no way out.“

Seeing:

“I'm searching for other plans, but it feels like all the deals have terrible fine print and hidden fees. I'm researching what other people have said about the plans they have, but they all seem to be just as bad."

Hearing

“I just need to stay connected. Why are there no other options? I can't find a plan that fits my needs without breaking the bank.“

Doing:

“I'm searching for other plans, but it feels like all the deals have terrible fine print and hidden fees. I'm researching what other people have said about the plans they have, but they all seem to be just as bad. I'm trying to find some way to get out of this contract without getting penalized.”

Pains

  • Overpriced mobile data

  • Do not qualify for contracts that offer cheaper rates

  • No alternative

  • Forced to study remotely


Gains:

  • Minors can sign up

  • Cheapest 4G data in South Africa

  • Can access remote learning

  • Data rollovers

  • Free data for referrals

  • No contracts

  • Good credit score not required

Final Thoughts

Every single one of these solutions are boldly original so as to match its corresponding challenge.


We were told more than a few times to forget it.

"Can't be done. Too many variables."


Never say never.

All rights reserved.

BlkSim is a licensed internet service provider

South Afruca 2022