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Mobile plans and internet packages for individuals and businesses

Zain is a leading mobile and data services operator with a commercial footprint in 8 Middle Eastern and African countries with a workforce of over 6,200 employees. The company provides a comprehensive range of mobile voice and data services to over 46.6 million active individual and business customers as of 31 December 2017.

Connecting with customers through a new portal

Zain was in the initial phases of redesigning its consumer portal (commercially known as Zain Connect) as part of a broader web redesign and implementation project. As this project would involve the launch of a new website, they were looking for a portal that would be in-line in terms of features and user experience with the larger overhaul. Improving the experience of users and customers was a primary goal for Zain, starting from a user journey map.

Turnkey features and an optimised user experience

Tinext mapped out all the touchpoints along the Zain customer journey, aligning and synchronising them as well as improving site usability, to then proceed to updating the website and portal. Now when users get to the landing page, they immediately see a showcase carousel of pre-paid and credit-based plans. They can then log in to the updated dashboard, where they can manage their account, facilitated by the new quick pay and e-pin generation features.

Tinext’s solution was also delivered with turnkey functionalities that encourage purchases online, such as an e-store offering various devices and plans, a pre-order option and even a store locator and order pickup section. The user experience has been vastly improved, allowing customers to fulfil a wide range of functions online, with the portal entirely synched to the new version of the website.

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