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Revamping the B2B billing experience for Ooredoo
Telecom
B2B Billing
Ooredoo's billing system generates separate bills for each account, creating confusion for customers managing multiple accounts and payments, especially with various methods like credit cards, debit cards, and cash. This complexity leads to poor customer experience, frequent billing disputes, and high support ticket volumes.
We redesigned Ooredoo’s billing experience by unifying multi-account payments into a single, user-friendly interface to minimize disputes and recover overdue payments to avoid service disruption.
Overview
Using analytics and customer pain points, we defined key KPIs and designed a clear, goal-focused billing overview optimized for both desktop and mobile.
Pay by accounts
We prioritized key use cases for the 97% of users managing under 100 accounts, focusing on clarity and control in billing review to support informed payments and prevent service disruptions.
To enhance usability, we prioritized essential data points for the responsive view and designed the experience to ensure consistency across both mobile web and app, supporting a seamless omnichannel journey.
Payment options
We optimized the payment flow using analytics to reduce interaction cost and ensure a consistent experience across desktop and app.
