STC Kuwait Customer Experience Centre

Customer journey architecture across digital and physical touchpoints for STC Kuwait's Customer Experience Centre, in bilingual Arabic and English.

CHALLANGE

Design a coherent experience across digital and physical channels, balance commercial KPIs against usability and trust, and do it bilingually in Arabic and English.

objectives

A unified customer journey across digital and physical touchpoints.
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Commercial KPIs met without sacrificing usability or trust.
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A handover toolkit usable by MEP and fire safety engineers.

Approach

Led the customer journey architecture and produced the full design toolkit that downstream engineering teams worked from ahead of tendering. Designed bilingually, treating right-to-left Arabic as a first-class layout alongside English.

key decisions

Produced an engineering-ready design toolkit so MEP and fire safety teams could build from it directly, reducing ambiguity ahead of tendering.