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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