Etisalat Nigeria
intro
As a UX Designer at Etisalat Nigeria, one of the leading telecommunications providers in Africa, I played an instrumental role in the design and development of several key projects, notably the Etisalat Self Service App.
The Self Service App was a particularly pivotal project aimed at empowering millions of Etisalat subscribers with instant, on-the-go access to manage their telecom services. My role involved a deep understanding of user needs in the Nigerian telecommunications market and crafting user experiences that not only met but exceeded these expectations.
I worked on everything from user research and persona development, to interaction design and user testing, ensuring the app was not just easy to use, but also enjoyable and engaging. By incorporating features such as real-time account management, easy recharge options, and personalized offers, I helped to create an app that significantly improved customer self-service, increased engagement, and strengthened the bond between Etisalat and its users.
This project, among others at Etisalat Nigeria, instilled in me a profound appreciation for the role of cultural context in UX design. It also provided valuable experience in designing for diverse user groups, working in a fast-paced environment, and delivering results that drive business growth and user satisfaction.
What I did
At Etisalat Nigeria, my responsibilities were diverse and wide-reaching, spanning across multiple projects:
- Self-Service App Development: I led the UX design of the Self-Service App, a platform that empowered customers to purchase mobile data and carry out self-service operations independently. This involved conducting user research, crafting user flows, and creating intuitive and accessible interfaces.
- Leadership Role in Media Campaigns: As a Media Manager, I spearheaded the team responsible for promoting our media campaigns. This required strategic planning, coordinating with multiple teams, and managing campaign execution to ensure successful and wide-reaching promotions.
- Website and Mobile App Maintenance: I also led the team in charge of maintaining the company's website and mobile applications. This involved ensuring a seamless user experience, regularly updating content, and addressing any technical issues promptly.
- Cross-Functional Collaboration: Worked closely with various teams, including marketing, customer service, and development teams, to align UX design with broader business goals and ensure a cohesive customer journey across all touchpoints.
- Continuous Improvement: Regularly incorporated user feedback and data-driven insights into design enhancements for the Self-Service App, company website, and mobile applications, ensuring optimal user satisfaction and engagement.
- User-Centric Focus: Prioritized user needs and expectations in all design decisions, creating a more intuitive, efficient, and satisfying user experience across all digital platforms.
- Innovation: Leveraged latest UX design trends and best practices to ensure Etisalat's digital platforms remained competitive and user-friendly, contributing to the company's position as a leading telecommunication provider in Nigeria.
The outcomeS
My tenure at Etisalat Nigeria yielded a range of successful outcomes, reflecting the power of effective UX design and strategic digital media management:
- Successful Launch of Self-Service App: The launch of the Self-Service App represented a significant step forward for Etisalat, offering customers an easy and intuitive way to manage their accounts. The app was well-received by users, contributing to an increase in customer satisfaction and retention rates.
- Improved Customer Autonomy: The Self-Service App empowered customers to perform a range of operations independently, reducing the need for customer service intervention. This led to increased efficiency and customer satisfaction, while also reducing operational costs for Etisalat.
- Effective Media Campaigns: As the Media Manager, I led the successful execution of numerous media campaigns. These campaigns increased brand visibility, drove user engagement, and contributed to the growth of Etisalat's customer base.
- Enhanced Digital Presence: By maintaining and improving the company's website and mobile apps, I helped enhance Etisalat's digital presence. This led to improved user engagement and helped position Etisalat as a tech-forward telecommunications provider.
- Increased Cross-Functional Collaboration: My leadership fostered a collaborative environment, bridging the gap between the UX design team, the online media team, and other departments. This improved communication and coordination within the organization.
- Data-Driven Design Improvements: My approach of regularly integrating user feedback and data-driven insights led to continual improvements in Etisalat's digital platforms. This ensured a consistently high-quality user experience and led to increased user satisfaction and loyalty.
- Business Growth: Overall, my contributions at Etisalat supported the company's business growth and strengthened its position in Nigeria's competitive telecommunications market. Through effective UX design and media management, I helped elevate Etisalat's brand reputation and customer experience.
Want to learn more about MY career journey & HOW WE CAN WORK TOGETHER?
Edun
Head of CX
work experience
brands I have worked with
Amazon UK
Rulz&co
