Enhancing User Engagement and User Satisfaction Rates

Overview

Collaborated with the product team to improve User Engagement with one of the platforms (Mobile + Website app) and increase the user satisfaction rate.

The Problem

Users mentioned they were finding it difficult to perform some crucial product operations and navigate to some of the content within the app, due to low internet connectivity. The engagement rate was also visibly low.

Key Actions

• Collaborated with user researchers to identify core pain points and improvement opportunities.

• Collaborated with the design team to create prototypes and validated them with the users.

• Prioritized the identified issues and created a detailed roadmap highlighting the intended goals and expected milestones.

• Created user stories and sprints to guide the development.

• Collaborated with a third party to implement a USSD feature, and the software development team to optimize the User experience, among other enhancements.

• Led the testing of these features both internally and user tests.

  
  

Results:

• Successfully launched the improvements and the USSD feature.

• A 10% increase in user engagement with the app content.

• An increase in the total active users.