Digital Transformation

Digital transformation

Zain - the oldest and largest telecom in the Middle East with its leadership position in the telecoms market in the region was in need of a strong impetus and change - mainly in digital - to keep up with the ambitious and rapidly growing competition.

Zain - the oldest and largest telecom in the Middle East with its leadership position in the telecoms market in the region was in need of a strong impetus and change - mainly in digital - to keep up with the ambitious and rapidly growing competition.

  • Goal

    Develop a common vision of the solution with all stakeholder groups

  • Industry

    Telcom

  • Platforms
    Phone Desktop
Screen

“As is” state

The first step was to evaluate and build a map of the current state - experience map. Numerous workshops and interviews have been conducted inside customer structures - they were essential and extremely helpful in identifying online and offline touchpoints.

Screens

Audits

Mapping a “user's journey” served as an important tool in the next step - looking at each “touch point”. With expertized audits based on quantitative data analytics and heuristic analysis, we could identify potential “pain points” to focus on when interviewing clients.

Discovery interviews

Design process takes time in such projects but it's development even longer. It's always better to add some extra hours and do proper user testing cycles. 50 hours on prototypinig and testing is nothing comparing to changes you have to make on a live product.

Enter e-mail and
download the maps

FlyingBisons needs the contact information you provide to us to contact you about our products and services. You may unsubscribe from these communications at anytime. For information on how to unsubscribe, as well as our privacy practices and commitment to protecting your privacy, check out our Privacy Policy.

FlyingBisons needs the contact information you provide to us to contact you about our products and services. You may unsubscribe from these communications at anytime. For information on how to unsubscribe, as well as our privacy practices and commitment to protecting your privacy, check out our Privacy Policy.

Maps
Person info

Personas

Mauris viverra nunc eget purus pharetra, et hendrerit felis consectetur. Morbi gravida lorem quis nisi varius finibus. Nullam tincidunt magna malesuada, vehicula turpis non, mattis erat. Phasellus cursus convallis tincidunt. Sed rhoncus pharetra efficitur.

In tempus mattis ex vitae gravida. Proin aliquam finibus sapien. In lacinia cursus gravida. Cras finibus nisl id dolor vestibulum, sed malesuada quam tempus. Vestibulum mollis scelerisque lobortis.

Customer Journery Maps

After over 30 interviews and hours gathering customer data and analysis, we were ready to draw customer journey maps for three main personas: Digital Native, Digital Aware and Digital Lazy.

Each journey map describes customer-telecom contact points, satisfaction rating for each point and its importance for the person. Also the map have shown us the "moments of truth" in which the personas had to change their own path due to the obstacle (eg. lack of mobile version). Analysis of that step was milestone for both - Zain and us.

chart
36

DISCOVERY
INTERVIEWS

61

TOTAL
TOUCHPOINTS
MAPPED

3

CUSTOMER
JOURNEY
MAPS

Recomendations

The final work for us was to assembly, organize and transfer data for a further preparation of digital transformation plan.

We have outlined set of priorities in touchpoint redesigning. The priorities were dependent on how the touchpoint affected the customer's business. Also we have discussed and prepared UX improvement of interfaces for the “pain points” and “moments of truth” which we have discovered. In near future digital will be main market platform - it is in need to reimagine business and adapt it to the new solutions.

macbook

Are you ready?

One of our consultants will help transform your business needs
into a project with Flying Bisons