Lebara

Lebara is a telecommunications company providing services using the mobile virtual network operator (MVNO) business model in the United Kingdom, France, Denmark, the Netherlands, Germany, Saudi Arabia, Spain, Switzerland and Australia. Lebara provides pay-as-you-go and contract based mobile SIM card in these countries.

Summary

The goal of this project was to help the team in crafting the responsive and mobile app, to ensure a consistent user experience across diverse cultural landscapes. We meticulously tailored each customer journey—be it the Buy Journey for Prepaid and Postpaid services, Port In, ChangePlan, My Profile, Dashboard, or Help Center—to resonate with the unique preferences of five distinct countries: Germany, France, the United Kingdom, Denmark, and the Netherlands. Our approach prioritized not only uniformity but also cultural sensitivity and customization, ensuring that every user feels right at home while navigating our platform

My Role

Lebara Responsive Design Project – UX Lead

I led a cross-functional team of five in designing and developing white-label screens for Lebara, building the entire framework from scratch and customizing it for diverse markets across the UK, Germany, the Netherlands, France, and Denmark. This project required a deep understanding of regional user needs, cultural nuances, and business objectives to create tailored experiences for each market.

Through this initiative, we not only streamlined the design process but also significantly enhanced user engagement, achieving a 25% increase in customer satisfaction. This success was driven by a focus on intuitive design, consistent branding, and adaptability across different user demographics and market requirements.

Project Details

We began by building generic flows for all customer journeys in order to ensure consistency across all markets.
Then we worked with each market separately to gather requirements and customise to their specific need.
Created prototypes for dev and executive walkthrough.

Research & Analysis

We had a 2 day discovery session with the clients to understand the business prospects and user journey in detail. We performed the following task for our understanding: