SIM self-service app
Tcell — the mobile operator of Tajikistan
15 minutes → 1 minute
To register a SIM card.
The problem
Registering a SIM took fifteen minutes of a staff member's time and the customer's. Multiply that across a national subscriber base and it is the single most expensive minute-per-transaction in the business.
What I led
- A mobile customer service app that let subscribers do it themselves, in about a minute.
- Operation in remote high-mountain regions, where mains power is not continuous and the link back to the capital is thin. The app had to behave on a bad connection, not only a good one.
What I took from it
Designing for the worst connection in the country, rather than the one in the office, produced software that was better everywhere else too. I have treated that as a default ever since.
- Layers
- Mobile interface, API, offline and poor-connectivity resilience
- Role
- Software Development Team Lead, Tcell
- Years
- 2021 – 2022