Objective
To optimize user engagement and streamline app functionality through actionable data insights and innovative analytics frameworks.
Tools used
Tealium, GA4, QlikSense, Hotjar and server-side tagging for personalization, analytics, and performance optimization.
Key Insights
- Achieved a 13% increase in order fulfillment, with over 64,300 orders fulfilled, surpassing planned goals.
- Enhanced customer engagement, leading to a 29% rise in recharges and a 23% increase in bill payments compared to the previous year.
- Streamlined analytics to support multilingual environments, identifying critical user behavior trends that informed eShop enhancements.
- Supported seamless integration with various digital services, enabling projects like Hala-to-Shahry migrations with over 14,561 orders.
Impact
The Ooredoo app revamp demonstrated a transformative impact on user engagement and digital revenue streams:
- Increased Digital Transactions: A 68% rise in bill payments and a 29% increase in data recharges compared to previous year indicate a significant improvement in the app’s usability and customer satisfaction.
- Customer Migration Success: The Hala-to-Shahry migration through the app resulted in 14.5K successful orders, reducing dependency on physical retail stores and streamlining the onboarding experience.
- Adoption of Digital Entertainment Services: The integration of platforms like Netflix and Shahid VIP led to over 30K and 343 subscriptions, respectively, enhancing the app’s value proposition and increasing customer stickiness.
- Enhanced App Usability: The phased transformation of the app’s UI and addition of new functionalities directly contributed to growth in active monthly users (e.g., 18K active users for Shahry Me).