Safaricom Webselfcare DSP

Safaricom is one of Africa's most recognised mobile operators, serving millions of customers across Kenya. The Webselfcare project was a full revamp of their digital self-service platform, rebuilding the experience from the ground up while respecting existing processes and Siebel backend integrations.

As design team lead, responsibilities spanned the full project lifecycle: planning and coordinating the Celfocus design team, facilitating workshops directly with the Safaricom client, and contributing hands-on to UX, visual design, and frontend development throughout delivery.

A defining part of the project was working onsite in Nairobi for a month — running workshops, aligning with stakeholders in person, and designing solutions grounded in direct client contact rather than remote assumptions.