Франция- Added alternative ways to top-up the card in case of failure, which increased monthly top-ups by 4%
- Added a reminder for "dead users'' with a survey. This allowed to identify weak points in communication with clients during onboarding and make the process more transparent
- Decreased the time needed to return money for purchases using bonus program from 2 days to 24 hours, which increased...
Москва, Москва, Россия- Conducted around 150 in-depth interviews (30 of them in English)
- Analyzed customer experience and built Customer Journey Maps, BPMN, JTBD
- Provided examples for one of the leading insurance companies of how competitors, previously lagging behind in terms of technology, bypass them by simplifying processes
- For a foreign online Facebook game, we segmented customers, formulated values a...