My Telenor

Telenor Pakistan

Research-driven redesign of Pakistan’s leading telecom self-care app.

Enterprise product · Telecommunications · 2019

UX Design · Usability Testing

Confidential engagement — interface visuals are limited. Narrative, metrics, and approved artifacts only.

10M+: Downloads after redesign
4.1: Average app store rating
50M+: Total Play Store downloads today
6: Core self-care modules

The problem

The My Telenor app had critical friction — login instability, hard-to-find usage details, and self-care flows that failed under real-world network conditions. Users needed a one-stop app for offers, payments, account info, rewards, and entertainment.

Context

My Telenor was already Pakistan’s leading telecom self-care app, but daily-use friction was eroding trust—login instability, buried usage details, and offer discovery that failed under real network conditions. The business needed a redesign that could retain existing users while attracting new ones in a competitive prepaid market.

Spearheaded the My Telenor redesign with an insight-driven approach — guerrilla testing and usability evaluations uncovered friction in login, usage visibility, and offer discovery. Introduced a new design system and enhanced flows across offers, payments, account management, rewards, and entertainment modules.

Industry: Telecommunications

Engagement

Client: Telenor Pakistan

Services: UX Design, Usability Testing

Thinking

Led with research, not aesthetics. Guerrilla testing and usability sessions surfaced friction in login, usage visibility, and offer discovery. Mapped findings to module-level redesigns, introduced a new design system, and validated improved flows for recharge, billing, family number management, and payment integrations (Easypaisa, cards).

Research-first redesign — delaying visual refresh until we understood where users failed in real-world conditions.
Login reliability as P0 — treating authentication stability as a product feature, not backend infrastructure invisible to design.
Modular self-care architecture — structuring offers, payments, and rewards as distinct modules sharing a unified system.
Network-aware patterns — designing for intermittent connectivity common in the target market.

What we delivered

Guerrilla testing across six self-care modules surfaced login and usage-visibility failures that drove module-level IA changes
New design system and enhanced flows for offers, recharge, billing, and family number management
Self-care modules: offers & flash sales, payments (Easypaisa, cards), complaints, rewards, and entertainment
Improved login stability and automatic connection patterns for repeat daily use

Outcome

10M+ post-redesign downloads and a 4.1 app store rating — with 50M+ lifetime Play Store downloads as Telenor’s primary digital self-care channel.

My Telenor — Google Play My Telenor — App Store

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