LoLa Customer Platform
A multi-stage customer-platform transformation covering discovery, checkout, entitlements, usage, billing, and support.
RoleProject & delivery lead
ContextCustomer platform transformation
FocusCustomer journey, commercial model, operational controls
StatusDelivered in phases
01 / Challenge
The problem to solve.
The customer journey and underlying commercial model needed to support clearer purchasing, configurable services, usage-based entitlements, and stronger operational control without creating additional friction for customers or support teams.
02 / Approach
How the work was shaped.
- Broke the transformation into defined MVPs spanning discovery, checkout, entitlements, usage, billing reconciliation, notifications, and catalogue structure.
- Aligned customer-facing journeys with the operational rules required to fulfil, meter, and reconcile purchased services.
- Used phased delivery to reduce risk and create measurable improvements across conversion, checkout, support, and billing.
03 / Delivery
Core delivery focus.
The work was structured around practical delivery stages rather than a single technical output.
Discovery and scopeMVP planningStakeholder alignmentRequirements and acceptance criteriaUAT and phased releaseOperational handover
04 / Outcome
What changed.
The programme created a clearer customer journey and stronger service controls. Reported improvements included higher first-time conversion and checkout completion, alongside fewer support contacts and billing disputes.