Poornima Kapoor

Redefining the Airtel app around its most engaged customers 17% of users drive 45% of app transactions · 5% uptake on Next Best Action · 45 journeys redesigned I led the experience vision, positioning, and information architecture redesign for the Next Gen Airtel App, starting with a simple question: How do we make the app meaningfully more useful for the 6.5M customers who rely on it most? We identified these power users as a critical opportunity, rethought how the app shou

Designing Airtel around real-life situations, not just products 72% of power-user transactions are already family-led · ~₹6 Cr/month incremental revenue from Travel Mode · ~1 lakh daily visitors to Travel Mode The Next Gen Airtel App redesign was built around a broader idea: the app should adapt to the context customers are in, rather than making them navigate Airtel product by product. Family Mode and Travel Mode were the clearest examples of that shift. One rethought Airtel

Airtel Insider An exclusive rewards and subscription programme for Airtel customers Recharge Plans Personalised recharge recommendations based on OTT benefits Recharge Reimagining the prepaid recharge journey with a cleaner, simpler interface Wynk Premium Purchase experience for a subscription service, designed across multiple entry points Wynk Rewind An annual personalised recap of users’ music listening and streaming journey Set HelloTune A contest experience where customer