I have been asked to support Etisalat to re-imagine the future vision for small and medium businesses (SMB) through the Order to Fulfillment experience. A set of activities were initiated to understand the changing needs and expectations of SMB customers in the region. The objective is to identify opportunities to differentiate the future customer experience whilst enabling the transformation of Etisalat’s business. The research with customers was carried out over a two week period and covered a wide range of market.
Short user interviews, surveys, desktop research, and trend analysis were carried out in the research phase to find out user insights and the pain points. Responses were collected and synthesized using affinity mapping method.
"I would like to get notified when my favorite movies are showing. "
"I would like to get a preview of the theatre experience before booking. "
"I usually take a screenshots of my ticket after booking, for easy access at the cinema counter. "