Project Background
Safaricom PLC is the leading integrated communications services provider in Kenya. Together with its partners, the organization seeks to Accelerate new growth areas delivering superior customer experience in order to be a purpose-led Technology Company by the end of 2025.
In line with the organization’s mission to Drive unmatched Omni-Channel Experience in order to accelerate new growth areas delivering superior customer performance. There is a need to optimize digital journeys based on the refreshed User Interface aligned to the new product framework.
Safaricom PLC sought to create a new digital experience for all Safaricom channels that would entrench a digital lifestyle for its customers leading to a more engaging & intuitive user experience for MySafaricom App users through the deployment of world-class user interfaces
Project Scope
- Conduct user research to determine the persona's pain points, frustrations, goals, and aspirations with the current MySafaricom App
- UI/UX Audit on the new prototype
- Conduct a usability test of the new prototype.
- Persona development.
- User journey mapping.
- Prototype recommendations.
The Process
- Desk research to understand the product offering, general pain points, organizational goals, and target user groups.
- Field research to understand how the current MySafaricom App users interact with the App, pain points, frustrations, constraints, goals, and aspirations.
- Usability test of new prototype to understand the extent to which the App will meet user needs and wants.
Outcomes
- Recommendations on current App improvements to alleviate user pain points.
- Improved prototype with optimized user experience and feature recommendations for future builds.
