Lebara KSA
Delivering a seamless, user-centric experience for a leading telecom provider.
Our Role
We partnered with Lebara’s product and marketing teams to redefine their digital presence. Our comprehensive approach covered everything from discovery and ideation to detailed design and implementation, ensuring a seamless, user-centered experience across all touchpoints.
Product & Market Discovery
UX Design & Prototyping
Mobile App Design & Development
Website Design & Development
CMS Implementation
QA & Testing
Challenges
Lebara KSA needed to revamp its digital channels to improve user engagement, streamline self-service, and enhance overall performance, addressing several key challenges to deliver a seamless, user-friendly experience across all digital touchpoints.
Translating knowledge from Lebara experts to our team, including the vast array of current offerings and future plans.
Lebara’s digital channels did not align with its latest offerings.
Complex navigation led to high drop-off rates.
Limited self-service options increased customer support requests.
Lack of personalized offers and bundles reduced engagement.
The promotional layer required more control and visibility.
Improving the support section to handle FAQs and customer complaints efficiently
Needed a dual-language experience (English & Arabic) for wider accessibility.
Our main challenges centered around creating a seamless onboarding experience for both SIM and e-SIM users while integrating personalized features like the “Offers 4 U” widget and “Create Your Own Bundle.” Balancing simplicity, personalization, and dual-language support (English and Arabic) was key to delivering a user-friendly and efficient platform.
Solution Highlights
Our solution focused on creating an intuitive, user-centered design that caters to both English and Arabic speakers, while offering an array of features to enhance the customer experience.
Discovery & Strategy
We worked with the Lebara team to identify key opportunities by analyzing customer needs, market trends, and business challenges, laying the foundation for a user-centered redesign.
Seamless Onboarding
Created a streamlined onboarding process for SIM and e-SIM activation.
Personalized Offers
Introduced personalized offers through the “Offers 4 U” widget and “Create Your Own Bundle” feature.
Automated Recharge & Renewal
Enabled easy online recharge and renewal options, including auto-renew and auto-recharge features.
International & Roaming Services
Streamlined access to international rates and roaming bundles, allowing users to easily browse and manage these services directly from the app and website.
Personal Dashboard
Designed a comprehensive personal dashboard for managing benefits and top-ups.
Enhanced Support
Integrated a support section with FAQs, customer complaints, and value-added services.
Modernized Visual Identity
Revamped the visual identity to align with Lebara’s new brand, ensuring consistency and a modern look across all digital touchpoints.
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In delivering these solutions, we transformed Lebara’s digital experience by simplifying processes, enhancing personalization, and improving user engagement. By integrating seamless onboarding, automated services, and personalized features, we ensured that the platform is both intuitive and scalable.
This comprehensive redesign not only aligned with Lebara’s new brand identity but also provided users with an improved experience across all touchpoints, from SIM activation to support.
Value Delivered
The revamp resulted in a significant increase in engagement, conversions, and user satisfaction.
Seamless onboarding improved user satisfaction with both SIM and e-SIM activations.
Increased user engagement through personalized offers and custom bundles.
Enhanced account management with easy top-up, renewal, and bundle management.
Optimized support services with an intuitive help section for FAQs and customer complaints.
Improved international and roaming services, making it easier for users to manage their plans.
Modernized visual identity, aligning the brand across all digital channels.
Let’s Work Together.
Whether you’re a startup or an enterprise, we transform your vision into impactful experiences that drive growth and success.
Let’s build something great together.
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