ACTIVA
ACTIVA Mobile App
Customer service and self-management app for prepaid and contract users
UX
UI
Research
ACTIVA
ACTIVA Mobile App
Customer service and self-management app for prepaid and contract users
UX
UI
Research
ACTIVA
ACTIVA Mobile App
Customer service and self-management app for prepaid and contract users
UX
UI
Research
ACTIVA
ACTIVA Mobile App
Customer service and self-management app for prepaid and contract users
UX
UI
Research
ACTIVA
ACTIVA Mobile App
Customer service and self-management app for prepaid and contract users
UX
UI
Research
Background
About the project
ACTIVA is a telecommunications provider in Punta Cana, Dominican Republic, offering Internet, Cable TV, and Phone services. Before this project, customers had to visit physical offices or use a limited marketing website to manage their services. The company needed a dedicated mobile app to provide both prepaid and contract users with self-service options.
The app was designed to let users:
Top-up or renew services (internet, cable, phone).
Pay invoices and manage payment methods.
Review usage and payment history.
Report technical issues and track their resolution.
Receive updates and notifications directly in the app.
The problem
Customers faced long waits and frustration when managing services in person.
Technical issues were hard to track and resolve.
The marketing website wasn’t designed for support, creating friction for users.
ACTIVA’s limited customer service resources couldn’t scale.
The main objective was to create a mobile-first service channel that reduced friction, empowered users, and decreased ACTIVA’s support burden.
My role
As the solo lead product designer, I handled the project end-to-end using a design thinking approach.
As the solo lead product designer, I handled the project end-to-end using a design thinking approach.
As the solo lead product designer, I handled the project end-to-end using a design thinking approach.
My key responsibilities were
Interviewing stakeholders to understand goals, KPIs, and constraints.
Defining user profiles and recruiting participants.
Conducting user interviews to uncover pain points, expectations, and tech familiarity.
Mapping user journeys and key flows.
Designing and prototyping core use cases.
Supporting developers during implementation and QA to ensure design fidelity.
Interviewing stakeholders to understand goals, KPIs, and constraints.
Defining user profiles and recruiting participants.
Conducting user interviews to uncover pain points, expectations, and tech familiarity.
Mapping user journeys and key flows.
Designing and prototyping core use cases.
Supporting developers during implementation and QA to ensure design fidelity.
Tools
Figma
Miro
InVision (for prototyping)
Screens at a Glance
A quick overview of the main functions in the ACTIVA app.
A quick overview of the main functions in the ACTIVA app.
Dashboard
Check balance, access services, and quick actions.
Top-up flow
Recharge prepaid services in just a few taps.
Notifications
Stay updated on payments, offers, and service issues.
Payments
Manage invoices and securely add credit card details.
Visuals
The following screens illustrate how the ACTIVA mobile app empowers users to manage their services seamlessly, from onboarding to completing payments.
Onboarding: Highlights the main app features and sets expectations from the start.
Edge case: Insufficient Wallet Funds: Guides users when their wallet balance is too low to complete a payment, helping them stay in control without confusion.
Happy path: Wallet Top-up: Enables users to quickly add funds to their wallet using familiar payment methods, designed for simplicity and speed.
Happy path: Invoice Payment: Allows users to review and pay multiple invoices at once, with instant confirmation and a clear sense of completion.
Visuals
The following screens illustrate how the ACTIVA mobile app empowers users to manage their services seamlessly, from onboarding to completing payments.
Onboarding: Highlights the main app features and sets expectations from the start.
Edge case: Insufficient Wallet Funds: Guides users when their wallet balance is too low to complete a payment, helping them stay in control without confusion.
Happy path: Wallet Top-up: Enables users to quickly add funds to their wallet using familiar payment methods, designed for simplicity and speed.
Happy path: Invoice Payment: Allows users to review and pay multiple invoices at once, with instant confirmation and a clear sense of completion.
Visuals
Screens at a Glance
Screens at a Glance
The following screens illustrate how the ACTIVA mobile app empowers users to manage their services seamlessly, from onboarding to completing payments.
Onboarding: Highlights the main app features and sets expectations from the start.
Edge case: Insufficient Wallet Funds: Guides users when their wallet balance is too low to complete a payment, helping them stay in control without confusion.
Happy path: Wallet Top-up: Enables users to quickly add funds to their wallet using familiar payment methods, designed for simplicity and speed.
Happy path: Invoice Payment: Allows users to review and pay multiple invoices at once, with instant confirmation and a clear sense of completion.
A quick overview of the main functions in the ACTIVA app.
A quick overview of the main functions in the ACTIVA app.
The following screens illustrate how the ACTIVA mobile app empowers users to manage their services seamlessly, from onboarding to completing payments.
Onboarding: Highlights the main app features and sets expectations from the start.
Edge case: Insufficient Wallet Funds: Guides users when their wallet balance is too low to complete a payment, helping them stay in control without confusion.
Happy path: Wallet Top-up: Enables users to quickly add funds to their wallet using familiar payment methods, designed for simplicity and speed.
Happy path: Invoice Payment: Allows users to review and pay multiple invoices at once, with instant confirmation and a clear sense of completion.
The following screens illustrate how the ACTIVA mobile app empowers users to manage their services seamlessly, from onboarding to completing payments.
Onboarding: Highlights the main app features and sets expectations from the start.
Edge case: Insufficient Wallet Funds: Guides users when their wallet balance is too low to complete a payment, helping them stay in control without confusion.
Happy path: Wallet Top-up: Enables users to quickly add funds to their wallet using familiar payment methods, designed for simplicity and speed.
Happy path: Invoice Payment: Allows users to review and pay multiple invoices at once, with instant confirmation and a clear sense of completion.
Dashboard
Check balance, access services, and quick actions.
Top-up flow
Recharge prepaid services in just a few taps.
Notifications
Stay updated on payments, offers, and service issues.
Payments
Manage invoices and securely add credit card details.
Dashboard
Check balance, access services, and quick actions.
Top-up flow
Recharge prepaid services in just a few taps.
Notifications
Stay updated on payments, offers, and service issues.
Payments
Manage invoices and securely add credit card details.
Edge Case: Insufficient Wallet Funds
A key challenge was designing for the case when a user’s wallet balance isn’t enough to cover a top-up. Instead of blocking the flow, we designed a proactive drawer to guide them.
How we addressed the challenge:
Impact
This solution reduced checkout drop-off and minimized frustration by giving users clear, immediate options without disrupting their flow.
ACTIVA Home
User taps the product to top-up.
Activate GO Top-up
Selects speed and duration.
Activate GO Top-up selection
Proceeds with chosen plan.
Payment methods
Chooses payment method.
Design decision
Design decision
Insufficient funds
drawe
System detects insufficient funds and displays proactive drawer.
Happy path: Wallet Top-up
This flow shows how users can easily add credit to their digital wallet and keep their services active, fast, secure, and intuitive.
How we addressed the challenge: We simplified the process by reducing the number of steps and visual friction. The wallet now integrates directly with payment options, providing immediate confirmation and updating the balance in real time.
Impact
User interviews revealed that many Activa customers faced frequent service interruptions because they couldn’t easily top up their balance on time. With over 60% of users in low-income households, the Wallet was designed as a practical solution to simplify payments and give users better control. It allowed quick top-ups, real-time balance updates, and helped reduce dependency on physical payment points, improving both accessibility and trust in the service.
ACTIVA Home
The user can see their current wallet balance and access the Wallet directly from the home screen.
Add Funds
A simple interface allows the user to choose a predefined top-up amount or enter a custom value.
Payment Details
Card payment is handled on a single screen for clarity and speed, showing a clear order summary.
Processing
A short loading state gives reassurance that the top-up is being processed securely.
Confirmation
A success message confirms the payment and displays the new balance instantly.
Onboarding
This onboarding highlights the main features of the app, setting clear expectations from the start.
App launch with Activa logo.
Welcome message introduces users to the new mobile experience.
Highlight of instant top-up and bill payments.
Quick access to balance and payment history.
Simple reporting for service issues.
Edge Case: Insufficient Wallet Funds
A key challenge was designing for the case when a user’s wallet balance isn’t enough to cover a top-up. Instead of blocking the flow, we designed a proactive drawer to guide them.
How we addressed the challenge:
ACTIVA Home
User taps the product to top-up.
Activate GO Top-up
Selects speed and duration.
Activate GO Top-up
selection
Proceeds with chosen plan.
Payment methods
Chooses payment method.
Design decision
Design decision
Design decision
Insufficient funds drawer
System detects insufficient funds and displays proactive drawer.
Impact
This solution reduced checkout drop-off and minimized frustration by giving users clear, immediate options without disrupting their flow.
Edge Case: Insufficient Wallet Funds
A key challenge was designing for the case when a user’s wallet balance isn’t enough to cover a top-up. Instead of blocking the flow, we designed a proactive drawer to guide them.
How we addressed the challenge:
Impact
This solution reduced checkout drop-off and minimized frustration by giving users clear, immediate options without disrupting their flow.
ACTIVA Home
User taps the product to top-up.
Activate GO Top-up
Selects speed and duration.
Activate GO Top-up selection
Proceeds with chosen plan.
Payment methods
Chooses payment method.
Design decision
Design decision
Insufficient funds drawer
System detects insufficient funds and displays proactive drawer.
Onboarding
This onboarding highlights the main features of the app, setting clear expectations from the start.
App launch with Activa logo.
Welcome message introduces users to the new mobile experience.
Highlight of instant top-up and bill payments.
Quick access to balance and payment history.
Simple reporting for service issues.
Happy path: Invoice Payment
This flow illustrates how users are notified about pending invoices and can easily pay them directly from the app. The experience was designed to balance urgency and convenience, guiding users to act without feeling interrupted.
How we addressed the challenge:
Impact
Before this flow, users had to visit physical stores or call customer service to pay overdue invoices, often resulting in service interruptions. By enabling in-app invoice payments, Activa reduced friction and empowered users to manage their accounts independently. The new flow consolidated multiple bills into a single payment and provided real-time confirmation, improving reliability, convenience, and user trust.
Home alert (modal)
A clear reminder appears on login, showing pending invoices and one suspended service.
Persistent banner
If dismissed, a top banner keeps the reminder visible until payment is made.
Navigation menu
Invoices are also accessible through the main menu, with a badge showing pending payments.
Invoice management
Users can review all invoices, select which to pay, or view each in detail.
Invoice details
A full digital invoice provides payment info, deadlines, and service breakdown.
Invoice management
Users can review all invoices, select which to pay, or view each in detail.
Payment method
Choose to pay using the wallet balance or a credit/debit card.
Payment method, CC
Choose to pay using the wallet balance or a credit/debit card.
Payment form
Confirm details and complete the transaction securely in one step.
Payment confirmation
A success screen confirms the payment and automatic reactivation of services.
Happy path: Wallet Top-up
This flow shows how users can easily add credit to their digital wallet and keep their services active, fast, secure, and intuitive.
How we addressed the challenge: We simplified the process by reducing the number of steps and visual friction. The wallet now integrates directly with payment options, providing immediate confirmation and updating the balance in real time.
Impact
User interviews revealed that many Activa customers faced frequent service interruptions because they couldn’t easily top up their balance on time. With over 60% of users in low-income households, the Wallet was designed as a practical solution to simplify payments and give users better control. It allowed quick top-ups, real-time balance updates, and helped reduce dependency on physical payment points, improving both accessibility and trust in the service.
ACTIVA Home
The user can see their current wallet balance and access the Wallet directly from the home screen.
Add Funds
A simple interface allows the user to choose a predefined top-up amount or enter a custom value.
Payment Details
Card payment is handled on a single screen for clarity and speed, showing a clear order summary.
Processing
A short loading state gives reassurance that the top-up is being processed securely.
Confirmation
A success message confirms the payment and displays the new balance instantly.
Happy path: Wallet Top-up
This flow shows how users can easily add credit to their digital wallet and keep their services active, fast, secure, and intuitive.
How we addressed the challenge: We simplified the process by reducing the number of steps and visual friction. The wallet now integrates directly with payment options, providing immediate confirmation and updating the balance in real time.
ACTIVA Home
The user can see their current wallet balance and access the Wallet directly from the home screen.
Add Funds
A simple interface allows the user to choose a predefined top-up amount or enter a custom value.
Payment Details
Card payment is handled on a single screen for clarity and speed, showing a clear order summary.
Processing
A short loading state gives reassurance that the top-up is being processed securely.
Confirmation
A success message confirms the payment and displays the new balance instantly.
Impact
User interviews revealed that many Activa customers faced frequent service interruptions because they couldn’t easily top up their balance on time. With over 60% of users in low-income households, the Wallet was designed as a practical solution to simplify payments and give users better control. It allowed quick top-ups, real-time balance updates, and helped reduce dependency on physical payment points, improving both accessibility and trust in the service.
Happy path: Invoice Payment
This flow illustrates how users are notified about pending invoices and can easily pay them directly from the app. The experience was designed to balance urgency and convenience, guiding users to act without feeling interrupted.
How we addressed the challenge:
Impact
Before this flow, users had to visit physical stores or call customer service to pay overdue invoices, often resulting in service interruptions. By enabling in-app invoice payments, Activa reduced friction and empowered users to manage their accounts independently. The new flow consolidated multiple bills into a single payment and provided real-time confirmation, improving reliability, convenience, and user trust.
Invoice management
Users can review all invoices, select which to pay, or view each in detail.
Payment method
Choose to pay using the wallet balance or a credit/debit card.
Payment method, CC
Choose to pay using the wallet balance or a credit/debit card.
Payment form
Confirm details and complete the transaction securely in one step.
Payment confirmation
A success screen confirms the payment and automatic reactivation of services.
Home alert (modal)
A clear reminder appears on login, showing pending invoices and one suspended service.
Persistent banner
If dismissed, a top banner keeps the reminder visible until payment is made.
Navigation menu
Invoices are also accessible through the main menu, with a badge showing pending payments.
Invoice management
Users can review all invoices, select which to pay, or view each in detail.
Invoice details
A full digital invoice provides payment info, deadlines, and service breakdown.
Happy path: Invoice Payment
This flow illustrates how users are notified about pending invoices and can easily pay them directly from the app. The experience was designed to balance urgency and convenience, guiding users to act without feeling interrupted.
How we addressed the challenge:
Home alert (modal)
A clear reminder appears on login, showing pending invoices and one suspended service.
Persistent banner
If dismissed, a top banner keeps the reminder visible until payment is made.
Navigation menu
Invoices are also accessible through the main menu, with a badge showing pending payments.
Invoice management
Users can review all invoices, select which to pay, or view each in detail.
Invoice details
A full digital invoice provides payment info, deadlines, and service breakdown.
Invoice management
Users can review all invoices, select which to pay, or view each in detail.
Payment method
Choose to pay using the wallet balance or a credit/debit card.
Payment method, CC
Choose to pay using the wallet balance or a credit/debit card.
Payment form
Confirm details and complete the transaction securely in one step.
Payment confirmation
A success screen confirms the payment and automatic reactivation of services.
Invoice management
Users can review all invoices, select which to pay, or view each in detail.
Payment method
Choose to pay using the wallet balance or a credit/debit card.
Payment method, CC
Choose to pay using the wallet balance or a credit/debit card.
Payment form
Confirm details and complete the transaction securely in one step.
Payment confirmation
A success screen confirms the payment and automatic reactivation of services.
Impact
Before this flow, users had to visit physical stores or call customer service to pay overdue invoices, often resulting in service interruptions. By enabling in-app invoice payments, Activa reduced friction and empowered users to manage their accounts independently. The new flow consolidated multiple bills into a single payment and provided real-time confirmation, improving reliability, convenience, and user trust.
Outcome
ACTIVA users gained full control of their services without relying on offices.
Prepaid customers could top-up in minutes, reducing service interruptions.
Contract customers could track payments and issues transparently.
The app became a scalable support channel, improving satisfaction and easing pressure on ACTIVA’s call centers and branches.
Final Reflection
This project showed me how culture and context profoundly shape digital products. Research revealed that most Activa users were new to mobile payments and came from low-income households, so my focus was on clarity, familiarity, and trust. Understanding which apps and interaction patterns users already knew helped me design an experience that felt intuitive from the very first moment.
As the solo product designer, I often stepped into product management tasks, from defining priorities to guiding the team through user research. Product design was still a new discipline in the Dominican Republic, so part of my role was to help the team see the value of an iterative, user-centred process.
To maintain consistency and move faster, I built a lightweight component library that served as a foundation for the app’s key flows, including the Wallet feature, designed entirely from scratch. Looking back, I’m proud of how I adapted and helped the team shape a product that truly responded to the needs of its users.
Onboarding
This onboarding highlights the main features of the app, setting clear expectations from the start.
App launch with Activa logo.
Welcome message introduces users to the new mobile experience.
Highlight of instant top-up and bill payments.
Quick access to balance and payment history.
Simple reporting for service issues.