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.
Mobile Apps
Self Care Accounting Web & Application
Self-care development for Smile users in Nigeria.
- Client
- Smile Communications, Nigeria
- Category
- Mobile Apps
What we delivered
- Native mobile app for subscribers
- Web self-care portal
- Recharge, plan change & usage tracking
- Integration with billing & payment gateways
Outcomes
Reduced call-center load through self-serve journeys
Faster recharges and payments
Improved subscriber engagement
Project timeline
Phased delivery from discovery through scale. Each milestone tied to a measurable outcome.
Requirements & UX
Q1 2020Studied Smile subscriber journeys for recharges, plans and support.
Key outcome: Self-care experience map for web and mobile.
BSS Integration
Q2 2020Integrated billing, payment gateways and plan catalog into a unified API layer.
Key outcome: Real-time balance, usage and plan changes.
Mobile & Web Launch
Q3 2020Released native mobile app and responsive portal in Nigeria.
Key outcome: Subscribers self-served recharges and plan changes end-to-end.
Adoption & Optimisation
Q4 2020Rolled out in-app notifications, A/B tested upsell journeys.
Key outcome: Reduced call-center load and improved engagement.
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