Bringing Mobile Self-Service to Broadcasting in 24 Countries

  • Client: OSN
  • Sector: Media & Entertainment
  • Location: United Arab Emirates
  • Duration: 2016 - Present
Digital transformation is not just about the technology and the process that you change, but also about changing the organisational culture.
Jacques Von Benecke, Chief Digital Officer
Today MyOSN is a key component for customer retention and billing for the OSN organisation, achieving App Store ratings of 4.8/5 from 10,000+ reviews.
Gigabite Magazine - Source

Orbit Showtime Network ("OSN") is the largest direct-to-consumer media & entertainment provider in Middle East and North Africa who introduced new technologies like VOD and DVR HD to the Middle East. We worked with OSN to build theMyOSN helps OSN’s 1.4 million subscribers in 24 countries manage their membership, buy content and earn rewards.

At OSN we needed to modernize our digital channels, moving away from calls, sms and IVR for movie ordering, bill payments and trouble shooting. We knew our customers and processes and Future Workshops knew how to simplify customer journeys into effective steps in a self-service app. Now 48% of all OSN Cinema orders are done through the MyOSN app.
Jacqueline Williams, Senior Product Manager

Our collaboration with OSN is rooted in both our companies’ commitment to strategic decision-making. We began by creating a joint multi-year app roadmap covering: customer service, billing, loyalty, upgrades and content purchases. Our team collated business needs from marketing, sales, product, customer service and the technical teams in OSN to coordinate delivery of monthly multi-platform releases.