Purchase of Prepaid / Postpaid Cellphone Plans with Portability
CONTEXT: Through the traditional channels the percentage of new customers who want to become Tigo users with their current line number (portability), is higher than the customers who want to acquire a new line.Initially, new customers could only digitally acquire a new line, so providing users with the possibility to buy a prepaid service or a postpaid plan with their line number, opens a door to increase the sales.
GOAL: Make it possible for new Tigo Colombia customers to purchase a SIM card with a prepaid service or plan, to digitally become Tigo users with their current line number.
Customers buy the service they want at Tigo's E-commerce and receive the SIM at their home with a instruction card that guides them in how to complete the process. In the case of a postpaid service, they also sign the digital contract during it.
MY ROLE: I was in charge of the end to end process, compiled user feedback and iterate the product based on that, translated the business requirements into digital solutions and guided the conversations with the development team.
ACTIVITIES - DELIVERABLES:
* User Flow definition.
* Benchmarking & Good practices research.
* Wireframing & Prototyping
* User Testing.
* Insights and improvements list.
OUTCOME: The sales with portation were higher than the new line ones, opening the doors to the acquisition of new customers in a 100% digital way.
