Projects

IVR Solutions - View Details

Led the design and implementation of four IVR platforms at Safaricom Ethiopia, serving Consumers, Enterprise clients, M-PESA users, and Merchants/Agents. Drove the full product lifecycle, from requirements gathering and process mapping to delivery and post-launch optimization, ensuring solutions were intuitive, accessible, and aligned with business objectives. 

Key Achievements:

• Self-Service Automation: Empowered customers to perform account management, M-PESA transactions, and access various services through intuitive voice-driven interfaces.

• Call Center Efficiency: Reduced the number of calls to the call center, resulting in increased operational efficiency.

• Enhanced Customer Experience: Delivered a seamless and user-friendly experience, leading to higher customer satisfaction and engagement.

Mobile App - View Details

As a co-manager for the Safaricom M-PESA Mobile App, I played a pivotal role in enhancing the user experience by identifying user needs, brainstorming innovative solutions, and developing user stories to guide the design and development process. I closely collaborated with the UI/UX team and developers to ensure a seamless and intuitive implementation that met user expectations.

Key Responsibilities and Achievements:

• User-Centric Approach: Led efforts to identify user needs and pain points, crafting user stories that aligned with customer expectations.

• Cross-Functional Collaboration: Managed the UI/UX team and developers to deliver a cohesive mobile app experience, ensuring efficient and effective execution.

• Feature Development: Delivered key features allowing users to manage their accounts, buy bundles, transfer airtime, view bills for postpay services, locate nearby shops, and more.

• Successful Implementation: Guided the team to successfully launch the app, resulting in an optimized user experience and increased customer satisfaction.

Web Self-Care - View Details

As the Digital Product Manager for the Web Self-Care Platform at Safaricom, I led the development and implementation of a robust online platform that allowed customers to manage their mobile accounts and access a wide range of self-service options. The platform was designed to enhance user experience, enabling customers to perform essential functions independently and conveniently via the web.

Key Features and Achievements:

• Account Management: Empowered customers to manage their mobile accounts and track usage.

• Airtime Transfers & Bundles: Provided easy options for users to transfer airtime and purchase bundles.

• Bill Viewing for Postpay Services: Enabled customers to view and manage their postpay bills online.

• Location-Based Services: Integrated a feature for users to locate nearby Safaricom shops and agents.

• Intuitive User Experience: Delivered a seamless and user-friendly interface, reducing reliance on customer support and improving satisfaction.

I guided the product from concept to launch, working closely with cross-functional teams to ensure the platform met both customer needs and business goals.

Telegram Bot - View Details

As the Product Manager for the Safaricom Telegram Bot, I spearheaded the development and launch of an innovative self-service bot that empowered users to access essential Safaricom services directly through Telegram. My role involved identifying user needs, defining product features, and collaborating with cross-functional teams to deliver a seamless, interactive experience.

Key Features and Achievements:

• Data Package Purchases: Enabled users to easily buy data packages through Telegram.

• Tele-Minutes: Allowed users to purchase tele-minutes for calls directly via the bot.

• Balance Checking: Provided an instant way for users to check their account balance.

• Airtime Borrowing: Enabled customers to borrow airtime credit when needed.

• Voucher Status: Allowed users to check the status of their vouchers.

• Invite a Friend: Integrated a feature where users could invite friends to join Safaricom.

• Speak to an Agent: Offered an easy transition from the bot to speaking with a live agent when needed.

• M-PESA Information: Provided users with M-PESA-related information, including balance and transaction history.

I successfully managed the product lifecycle, from concept to execution, ensuring that the Telegram bot delivered a smooth, efficient, and customer-friendly experience that enhanced user engagement and satisfaction.