Dom.ru My Account
A mobile app that kept track of account changes for one million customers of Dom.ru, the second largest provider in Russia.
How it started
Dom.ru, Russia’s second-largest internet provider, offered internet, cable TV, home phones, mobile, and city-wide Wi-Fi. In 2017 it set out to build an all-in-one mobile app for account changes, offers, and more.
Goal
Make the app the key customer touchpoint — every function of the web interface, rebuilt as a lightweight experience for inexperienced users.
I owned the full UX and UI, working alongside a motion designer, a visual designer, a project manager, and the dev team.
Research
I ran on-site sessions at the client’s HQ to align goals and prioritize features, then in-depth user interviews and a competitive analysis of telecom apps. I also lived with the product myself — my grandmother was a Dom.ru customer, so I used her account.
Three findings shaped the app:
- No passwords. People couldn’t remember their account number and logged in by restoring credentials — so auth moved to phone number, lifting install-to-login conversion.
- Multi-account. Many paid for parents or children on separate contracts, so profiles support multiple accounts without logging out.
- Accelerate. A free two-day speed boost was the most popular web feature after payments, yet barely known — so it got a button on the first screen.
Design process
I redefined authorization around the phone number, used as the account number itself:
The original plan was phone + one-time SMS code, but the client’s infrastructure couldn’t support it, so login became phone + a classic password. After a few iterations, navigation and the first hi-fi mockups were approved and I moved to visual concepts.
Visual concepts
We built three concepts and user-tested them.
Across 15 respondents, “sky” (3) rated best overall while “blur” (2) was most popular. The client shipped “sky”.
Results
Delivered in seven months — animations, UI kit, iOS and Android style guides. Launched in 2018, it earned a 4+ rating on Google Play and put payments and services at the fingertips of more than one million users.
Find more on Behance ,