Self Care Accounting Web & Application

Overview

A self-care web and mobile experience for Smile subscribers in Nigeria — enabling customers to manage plans, recharges, usage and support requests without agent intervention.

What we delivered

• Native mobile app for subscribers
• Web self-care portal
• Recharge, plan change & usage tracking
• Integration with billing & payment gateways

Outcomes

Project timeline

Phased delivery from discovery through scale — each milestone tied to a measurable outcome.

1. 1

   Requirements & UX

   Q1 2020

   Studied Smile subscriber journeys for recharges, plans and support.

   Key outcome: Self-care experience map for web and mobile.

2. 2

   BSS Integration

   Q2 2020

   Integrated billing, payment gateways and plan catalog into a unified API layer.

   Key outcome: Real-time balance, usage and plan changes.

3. 3

   Mobile & Web Launch

   Q3 2020

   Released native mobile app and responsive portal in Nigeria.

   Key outcome: Subscribers self-served recharges and plan changes end-to-end.

4. 4

   Adoption & Optimisation

   Q4 2020

   Rolled out in-app notifications, A/B tested upsell journeys.

   Key outcome: Reduced call-centre load and improved engagement.