XL Satu Selfcare
Overview
When XL Axiata acquired FirstMedia’s fixed broadband, two very different user bases needed one home. FirstMedia customers were used to managing their internet on a desktop web experience; XL Satu customers were mobile-first and app-based. We designed a brand-new selfcare web platform from the ground up to bridge both, reduce reliance on customer service, and give users more control over their internet: modem restart, plan upgrades, billing and payment, and real-time status monitoring, all in one responsive place.
Problem
After the acquisition there was no unified platform for two groups with very different habits: FirstMedia users leaned desktop-web, XL Satu users leaned mobile. Service access was confusing, actions like restarting a modem or making a payment gave no clear confirmation, and many users (especially less tech-savvy ones) didn’t realize they could self-serve at all, so they defaulted to calling customer service. On top of that, users couldn’t see their usage or upgrade history, and there were no personalized plan suggestions.
Key Features
- Dashboard: internet status, bill info, and current plan at a glance, with quick links to the most-used actions.
- Billing & payment: view the bill (period, amount, due date) and pay directly.
- Self-troubleshoot: restart the modem or STB independently, with clear confirmation.
- Plan upgrades & XL Store: browse packages and promos and switch plans.
- Usage & history: review past usage and package history.
- Support (XL Care): guidebooks, ticketing, and live chat for when self-service isn’t enough.
Approach
- Build one platform from the ground up: rather than patching two legacy systems, we designed a single selfcare hub that combines the most-used features from both FirstMedia and XL Satu.
- Put the top tasks on the homepage: checking internet status, restarting the modem, upgrading a plan, and paying a bill sit front and center, with less frequent tasks grouped into clear categories.
- Design for two habits at once: a responsive layout and familiar flows serve desktop-first FirstMedia users and mobile-first XL Satu users without forcing either to relearn.
