EE Mobile Resign - Q3 Redesign
Through my leadership of a cross-functional team, I spearheaded the transformation of the EE re-sign renewal journey by championing a user-centric vision that introduced personalised recommendations and prepopulated user details for a seamless checkout experience. I aligned stakeholders across design, product, and compliance to embed regulations directly into the workflow, ensuring that every decision reinforced our strategic goals. As a result of this collaborative design approach, we achieved a 400% rise in renewals, a 70% boost in user engagement, and a 45% increase in overall conversion rates.
The Challenge
Customers struggled with a slow and tedious renewal process that demanded manual data entry, offered generic plans and lacked embedded regulatory guidance to ensure regulatory compliance.
The Solution
We redesigned the renewal process to include personalised recommendations based on usage patterns and pre-filled user details, while seamlessly integrating regulatory compliance checks directly into the interface.
The Impact
This personalised approach resulted in a 400% increase in renewals, a 70% increase in user engagement, and a 45% lift in overall conversion rates.
