Zain Kuwait | Leading Kuwait’s telco experience shift
Juan Llerena
Overview
A full redesign of the Zain Mobile App, created to reposition Zain as the most forward-thinking telecom brand in Kuwait.
More than a UI refresh, this was a year-long transformation of strategy, experience, and product foundations.
The vision
Zain wanted its mobile app to clearly communicate leadership.
Not just keeping pace with competitors, but setting the benchmark for digital telco experiences in Kuwait.
The experience needed to feel modern, simple, and built for growth.
The challenge
The existing app was over four years old and no longer aligned with user expectations.
This resulted in:
Low acquisition of new users
Friction across onboarding and key journeys
Weak engagement and task completion
Limited conversion from prepaid to postpaid users
A full reset was needed, at both experience and strategic levels.
My role
I led the project end to end, owning the mobile app experience from strategy to launch.
Responsibilities included:
Product and information architecture
User flows, personas, and pain point definition
Interaction design and full UI redesign
Payments, new lines, SIM and account management flows
Design system foundations and scalable components
Handoff, reviews, and testing with product and engineering
This role required balancing business goals, technical constraints, and user needs across a complex telco ecosystem.
The approach
The work was executed in multiple phases over nearly a year, then launched as one cohesive experience.
Focus areas:
Simplifying complex telco logic into clear user journeys
Supporting both prepaid and postpaid users at scale
Enabling conversion from prepaid to postpaid
Creating a future-ready foundation for new services
The result
The redesigned app helped reposition Zain as a digital leader in Kuwait.
Outcomes included:
Stronger perception of innovation and trust
Improved acquisition driven by a modern experience
Higher engagement and repeat usage
Faster task completion across critical flows
The app evolved from a utility into a strategic growth platform.
Takeaway
This project demonstrates how end-to-end product design can drive market positioning, user adoption, and long-term scalability.
Like this project
Posted Jan 2, 2026
A full transformation of Zain’s mobile app in Kuwait, shifting from legacy flows to a modern, scalable platform focused on clarity, speed, and leadership.
Likes
0
Views
0
Timeline
Mar 3, 2024 - Aug 11, 2024
Clients
Zain Kuwait
