Case Study

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Case Study

Hey there!

We’re thrilled to see your interest in this case study. This is just a glimpse of what we can offer. Our Founder works hands-on with strategy, CX & UX, and can scale up to a full team when needed. 

Ready for take off?

Case Study: Exceeding targets at du Telcom

Jul 1, 2023 | 0 comments

From New Customer to Loyal Advocate: Boosting Revenue Across Telco digital products & services.

Challenges:

  • High dropout rate on the du.ae Home Page.
  • Customers overwhelmed by choices and terminology.
  • Lack of understanding about data usage (e.g., 20GB).

Solution: Transform Home Page into Personalized Recommendation Page

Key Actions:

  • Led alignment of stakeholders towards a common vision.
  • Identified 20 customer opportunities, mapped on the CX Journey.
  • Integrated primary product solutions on the new du.ae Home Page.

Implemented Features:

  • Proactive personalized help via chatbot.
  • Contextual help center based on user data.
  • Display of previously viewed items for returning customers.
  • Product selector with personalized recommendations.
  • Mobile plans tailored to specific lifestyle interests.

Results:

  • Decreased bounce rate by 85%.
  • Reduced exit rate by 44%.
  • Increased overall sales by 30%.

Understanding Customer Pain Points:

  • Choosing the Right Mobile Plan: Matched plans to lifestyles, proactively suggesting suitable options.
  • Understanding Data Usage: Explained data in relatable terms (e.g., 3 hours on Instagram, 2 hours of streaming music), increasing data bundle purchases.

Program Components:

  • Audit, Innovation Lab, Product Design
  • Alignment of business goals
  • Quantitative & Qualitative research
  • Segmentation identification
  • Customer journeys & moments for new, returning, and existing customers
  • Home page opportunity identification
  • UX Exploration of ALL opportunities on all channels
  • Prototyped home page with user testing (One of many improved opportunites)
  • Final product design

If you want to increase your business goals contact asa@theoutcomestore.com

du.ae is the digital presence of du telecom. Du is a company with over 7000 employees. It is the Dubai governments no 1 technology partner an innovator of B2C & B2B solutions as well as provider of the latest mobile, tv & internet services through their many retail shops and digital experience.

Åsas role: Exec Experience Director for all touch points. She led Experience Transformation at du telecom in Dubai for 4.5 years as Head of Experience. She directed a UX and design team of 35+ on projects including omni-channel retail, e-commerce, app development, customer portals, personalization, customer apps, a 1000-page website, and Blockchain as a Service (SaaS).

 

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