Service Designer at Telenor
Back then Telenor was a telecommunication company with more than 1M users
Service Design
During my 3+ years at Telenor Bulgaria, I worked on over 20 cross-platform projects and had the opportunity to define and design some of their core products and services.
“It was easy to work with Gloria because she is a communicative and team-oriented individual having customer-first thinking. She helped us not only designing but also defining our products and services.”
Stefan Dimitrov
Head of Digital Sales & Marketing
Selected Work
Featured below are select projects from my broader portfolio. Happy to dive deeper into specific work
Homepage redesign
My goal was to increase the number of paid bills and activated add-ons. Also, we knew that some users couldn’t differentiate between current and updated bill, didn’t know how to pay their bill and didn’t receive value from seeing their Mins & SMS left.
Prominent MB tracking and top-up action - Research showed users frequently checked their mobile data. I added a visible MB counter with a quick 'Add MB' button, enabling users to proactively top up before running out.
Unified bill view with clear separation - Displayed both paid and unpaid bills on the same screen with visual distinction. Users consistently requested visibility into their complete billing history.
Immediate payment action - Added a direct Pay option for unpaid bills, eliminating the need to navigate to other tabs and reducing friction in the payment flow.
Achieved 28% increase in bill payments and higher add-on activation rate following the redesign.
Travel Insurance
We had to understand the market and then to conduct user interviews - the main objective was to find out if travellers were using travel insurance when they traveled, what was their current experience with insurance, what their needs and frustrations were, so we could design a convenient service.
We had to think how to create Travel insurance which could be activated for just a few minutes even when the people were already abroad, something which didn’t exist on the Bulgarian market yet.
I designed a travel insurance that doesn't require users to think about it beforehand.
Instead, it notifies users when they are abroad, and they can decide whether they want to activate coverage.
Gamification
Users were churning after paying their bills. We needed to identify what would bring them back consistently and create lasting value beyond just paying their bills. We had to build an engagement system that gives users a reason to return daily - something valuable enough to become part of their routine, not just another notification to ignore.
I designed gamified rewards platform where users instantly see their winnings and can share gifts with others.
This social element turned individual rewards into community connections, increasing daily active users by 12%.
Keep in mind
What you see here is a snapshot - each project has layers of research, collaboration, and tough decisions that shaped the outcome. If something catches your eye, let's talk about how that experience translates to what you're working on.
