20% increase in success rate
18% decrease in error cases

The prepaid top-up flow needed improvements to shorten the journey and increase the success rate. Usability tests on the old design revealed several issues: users struggled to find how to top up another number, had difficulty recalling numbers, faced unclear amount selection, misinterpreted the save-card option, could not switch between saved and new cards, and encountered unclear error states.

Usability tests on the old design revealed several issues: users struggled to find how to top up another number, had difficulty recalling numbers, faced unclear amount selection, misinterpreted the save-card option, could not switch between saved and new cards, and encountered unclear error states.
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A one day UX workshop was held with the research team to review these findings, map the problem areas, and explore improvements and new feature options for the redesigned journey.

The flow was separated into “Top up to my number” and “Top up to other number”. Optional predefined amounts were placed in a horizontal swipe for easier scanning. The security code field became more informative with a ghost text and an info button.

The save-card component was redesigned with clear text and a switch control. When users had saved cards, switching between saved and new cards became explicit with radio buttons. Backend updates improved focus behavior, inactive confirmation states until inputs were completed, and selecting numbers from the contact list.

Error states and focus behaviors were redefined as an MVP guideline for the app to improve consistency.

47% increase in daily average sales
101% increase in daily average lead generation
10x increase in proposition-click conversion rateRecognized as “Squad of the month” globally

The old speech-bubble offer structure had low visibility. Data showed that 80% of users viewed only the second bubble, while the rest received significantly less attention. This directly affected the performance of products promoted through the dashboard.

Workshops were held with product owners, business developers, and development teams. The team decided to develop a stories structure as an MVP. The full-screen layout made it easier to present promotions, and navigating between offers required only a single tap.

Stories were placed at the top of the main dashboard. Personalized and mass offers were shown using a targeted grouping mechanism. Transitions between stories were automatic, creating a more continuous experience compared to the previous bubble structure.