Keeping your Customers in the loop
Frictionless charging for goods and services is becoming increasingly important, as consumers are setting ever growing expectations of their purchasing experiences. Increase in adoption of mobile payments in emerging economies and growth in m-commerce industry propelled the growth in the global mobile payments market which is expected to reach $4,573.8 billion by 2023, according to the report by Allied Market Research.
Centili is mobile payment platform, connecting mobile operators to online merchants and game developers, and turning their existing users into paying customers. Centili currently reaches over 4 billion users in more than 80 countries.
As customer oriented service, tackling sensitive issues of payments, Centilli faced the issue of support center overload - being major payment provider for gaming industry additionally attributed to the rise of the amount of complaints and displeased consumers.
In an attempt to reduce user bounce rate and both user and mobile operator dissatisfaction, Centilli sought to create user dashboard application that would provide users with an overview of their subscriptions and payments. It was meant to help easily organise and manage applications and services used, and find prompt answers to customer’s questions, thus relieving the load of the call center.
Multiple requests had to be implemented in the solution:
- Immediate availability, on the web, without download was required, but app still had to feel as reliable as any mobile app.
- Given the scope of the Centili’s market, we had to create application supported by the widest variety of operative systems and mobile phone models.
- White label design was meant to facilitate easy adaptation to different mobile operator brands, as well as different languages.
- Lastly, given that App was envisioned as user self-help platform, ease of use, simplicity and intuitiveness of its user interface was essential.
Our solution was developed to answer to the three major demands: Performance, Compatibility & Maintenance
Performance is a key challenge: Application will be deployed on hundreds of different devices, ranging from the newest smartphones, to phones with limited performances, low processing power, slow internet connection, and not so new browsers. All of these lead to choice of React framework, which is significantly lighter than Angular, made and supported by giant such is Facebook. That was critical to our choice, as it will enable easy maintenance, extensions and good performance in the future.
Redux is an inevitable part of building such complex App in React - it enables simple management of data flows into components and easier maintenance.
To achieve compatibility with older browsers, we used polyfills for entire JS code, whereas for CSS we chose older, more mature code. We chose Airbnb style guide for development, which is one of the most comprehensive and most used style guides, as it enables consistency in writing and organising code. This helps project maintenance, adding new functionalities, but also the inclusion of new developers on the project.
"Our new Self Care portal is state-of-the-art. Thanks for helping us create a truly unique user experience. You guys rock !"
Head of Product & Innovation at Centili
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