MTN Uganda App Redesign
Redesigning a high-traffic telecom app under legacy system constraints
MTN Uganda serves millions of mobile subscribers who rely on the app for daily financial and telecom transactions, buying data bundles, checking balances, sending airtime, and managing subscriptions.
The existing app struggled with usability friction, transaction errors, and increasing support complaints. I worked closely with product managers and engineers to redesign critical revenue-driving flows while navigating legacy API limitations and tight delivery timelines.
Challenge
Constraints
This project came with real-world complexity:
The app was built on an older backend architecture with rigid APIs
Some flows could not be restructured freely due to system dependencies
Business pressure to ship improvements quickly
Cross-functional collaboration required alignment between product, engineering, and business stakeholders
— The challenge was to improve user experience without breaking the underlying system.
My Approach
1. Focus on Core Revenue Flows
Instead of redesigning everything, I prioritized:
Data bundle purchase
Airtime purchase
Balance visibility
Transaction confirmation flows
These had the highest usage and business impact.
2. Simplify Interaction Logic
The bundle purchase flow originally required 5 steps.
Using progressive disclosure and clearer hierarchy, I reduced it to 3 steps.
This resulted in:
40% fewer interaction steps in the bundle purchase flow.
3. Improve Task Completion Speed
We streamlined decision points and improved visual prioritization of popular bundles.
Average completion time reduced from 90 seconds to 55 seconds.
This led to:
39% decrease in average task completion time.
4. Increase Transaction Confidence
Financial interactions require trust.
I redesigned:
Confirmation states
Loading indicators
Error messaging
Success feedback clarity
Through usability validation, we saw:
14% improvement in successful transaction completion
18% reduction in support tickets related to failed transactions
25% increase in reported user confidence completing transactions independently
Trade-offs
Because of API constraints:
Some screens could not be merged due to backend dependency
Real-time validation was limited in certain fields
We retained some legacy structural patterns to avoid system instability
— Rather than forcing ideal UX patterns, I optimized within technical reality. The goal was measurable improvement, not perfection.
Outcomes
The redesign delivered:
40% reduction in steps for core purchase flow
39% faster task completion
14% higher successful transaction completion
18% fewer support tickets on transaction issues
Improved clarity in high-frequency financial actions
—More importantly, it strengthened a revenue-driving product without requiring a full system rebuild.
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