Turkcell: Self-Service

Turkcell digital output in under three months

service recommendations in My Account

Context

Turkcell wanted to grow the use of its digital services, including My Account, the self-service app millions of subscribers use to manage their services without calling support.

My Account self-service

Create one standard self-service solution across the platform and lighten the call centre’s load. I owned the user experience:

• Used a service design approach to find customer and employee pain points
• Designed segmented self-service journeys with AI-driven recommendations
• Created user flows and prototypes
• Took part in user testing

The result

Turkcell reported that My Account, with other digital services, helped grow its digital output by 30% in under three months. My Account reached a 4.1+ rating on both app stores.