Website for the largest internet service provider in Nepal
THE CHALLENGE
As Nepal’s largest internet service provider, WorldLink faced increasing pressure to modernize its digital interfaces to meet the evolving expectations of its growing user base. While the company had already introduced a mobile app for customer account management, its interface was dated, inconsistent with the brand’s web experience, and not optimized for the growing diversity of user interactions—from bill payments and plan renewals to usage monitoring and technical support. At the same time, the company’s website also required a complete overhaul to better serve the needs of over one million customers across various segments including households, businesses, and mobile/IPTV users. The existing digital touchpoints did not provide a seamless or intuitive experience and relied heavily on offline workflows, which limited efficiency and customer satisfaction.
THE SOLUTION
To address these challenges, we led the complete redesign of WorldLink’s website and mobile app interface, creating a cohesive, modern, and user-centered experience across both platforms. For the website, we restructured user journeys from the ground up, introducing features such as the “Go Direct” online purchase system, which allowed customers to select and activate internet plans directly—eliminating the need for manual coordination and enabling instant onboarding.
While we did not develop the mobile app itself, we redesigned its interface to align visually and functionally with the revamped website. This redesign focused on simplifying navigation, modernizing the visual language, and enhancing accessibility. The improved app experience enabled users to seamlessly manage their accounts—viewing usage, renewing packages, updating Wi-Fi settings, accessing parental controls, and lodging support requests—all with greater ease and consistency.
Together, the redesigned website and mobile app reinforced WorldLink’s brand as a digital-first service provider and significantly enhanced the user experience for millions of customers nationwide, setting a new benchmark for ISPs in Nepal.
MORE WORK
