User Journey Requirements

The following is a guide for merchants on how to construct their user acquisition flows to minimize changes required at the go-live testing stage. The flows described here are not absolute and are provided as a guide to make it as easy as possible for users to subscribe or purchase. Certain Operators have more stringent requirements regarding information display and layout which will be provided as needed.If you have any questions please contact SLA Digital via email: [email protected]

The service name, pricing, frequency and keywords should match the service definition which you uploaded to Alacrity.

The operator Logo can only be used if you have the operator's permission.

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Info

As well as these user flows you must support http notifications.

Language

The service language required for Mobile Operators are as follows:

Mobile Operator

Language

Axiata Dialog

English or Sinhala

EE United Kingdom

English

Etisalat UAE

English or Arabic

STC Kuwait

English or Arabic

Ooredoo Kuwait

English or Arabic

Telenor Digi

English or Malay

Telenor Myanmar

English or Burmese

Telenor Norway

English or Norwegian

Vodafone Ireland

English

Vodafone United Kingdom

English

Yettel Serbia

Serbian. English optional

Zain Bahrain

English or Arabic

Zain Iraq

Arabic only

Zain Jordan

English or Arabic

Zain KSA

English or Arabic

Zain Kuwait

English or Arabic

Date formats should be DD-MM-YYYY

Landing Page

The term ‘landing page’ covers any page a customer reaches when interacting with
any marketing activities. Landing pages can include but are not limited to:

  • Web page
  • Mobile site page
  • In-app screen
  • In-game screen

The Merchant shall provide a landing page - they should not direct a customer straight to the subscription steps from an advertisement. On the landing page the following information shall be displayed clearly and concisely:

  • Subscription overview including service name
  • Price - use the currency code shown
  • Frequency - daily, weekly or monthly
  • Any free trial availability
  • Unsubscribe method - MO SMS unsubscribe commands (if supported)
  • Terms and conditions - these shall be operator specific and are available from SLA.

Call to Action (CTA) buttons should use the term Subscribe for subscription services and Buy for one off. If the next screen in the process is to get the pin then use the term Get Pin.

The following operators require a merchant support number or email address to displayed in the landing page:

  • Telenor Digi Malaysia
  • Yettel Serbia
  • U Mobile Malaysia
  • Vodafone Ireland

Pin Flow Steps

  1. A customer selects to Subscribe from the Landing Page. (The landing page example below does not include the text listed from above which is required.)
  2. A customer is asked to enter their MSISDN and the Call to Action (CTA) button Get Pin is displayed as well as the subscription information (Service name, price, frequency, free trial and unsubscribe method) below the entry box.
  3. The PIN code is sent to the customer as an SMS - this is managed by Alacrity.
  1. The customer is asked to enter their PIN code (Enter PIN received via SMS) and the Call to Action (CTA) button Subscribe is displayed as well as the subscription information (service name, price, frequency, free trial and unsubscribe method) below the entry box.
  2. An SMS is sent to the customer confirming their subscription - this is managed by Alacrity.
  3. The Merchant shall send an SMS welcoming the customer and provide a link on how to access the service. The SMS should clearly state the name of the service which should be the same as the service name created on Alacrity.
  4. The customer shall be able to access their content.

The technical description of this flow is described [here (doc:pin-flow-otp). An alternative is to use the Checkout Flow which is easier to integrate with.

Pin Flow with Header Enrichment Steps

Header Enrichment is not provided to all services and requires approval by the operator.

  1. A customer selects to Subscribe from the Landing Page. (The landing page example below does not include the text listed from above which is required.)
  2. A customer is presented with the the Call to Action (CTA) button Get Pin and the subscription information (service name, price, frequency, free trial and unsubscribe method) is displayed.
  3. The PIN code is sent to the customer as a SMS - this is managed by Alacrity.
  1. The customer is asked to enter their PIN code (Enter PIN received via SMS) and the Call to Action (CTA) button Subscribe is displayed as well as the subscription information (service name, price, frequency, free trial and unsubscribe method) below the entry box.
  2. An SMS is sent to the customer confirming their subscription - this is managed by Alacrity.
  3. The Merchant shall send an SMS welcoming the customer and provide a link on how to access the service. The SMS should clearly state the name of the service which should be the same as the service name created on Alacrity.
  4. The customer shall be able to access their content.

The technical description of this flow is described here.
An alternative is to use the Checkout Flow which is easier to integrate with.

Checkout

All of the above flows are encompassed within Checkout.

Two Click via Checkout

Not all operators allow Two Click Flow. It is only available on a case by case basis after the review and approval by SLA and the relevant operator. Please discuss with SLA.

Some Operators use a Consent Gateway which has fraud prevention properties. For these Operators all flows must be directed to this gateway. Checkout manages this process. For Operators who do not have a Consent Gateway a fraud prevention mechanism must be in place. Such mechanisms can be added to Checkout.

If you do not wish to use Checkout then please discuss with SLA.

If using Two Click the following information must be clearly presented:

  • Subscription overview including service name
  • Price
  • Frequency
  • Any free trial availability - a one day free trial is usually required!
  • Unsubscribe method
  • Terms and conditions - these shall be operator specific and are available from SLA.Call to Action (CTA) buttons should use the term Subscribe for subscription services.Operators usually require at least one days free trial with any service granted Two Click.

MO SMS

If MO SMS is available then operators require that it is implemented by your service..

  1. The user will send a Keyword defined in the Merchant's service to an operator defined Short code as defined in the MO SMS guide.
  2. Alacrity shall send an SMS to the end user to confirm the subscription which includes the service name, the price and frequency.
  3. Alacrity shall send a notification to the Merchant of the subscription.
  4. The Merchant shall send an SMS welcoming the customer and providing a link on how to access the service. The SMS should clearly state the name of the service which should be the same as the service name created on Alacrity.
  5. The customer shall be able to access their content.The technical description of this flow is described here.

One Off Transactions

The following information shall be displayed clearly and concisely:

  • Service content/overview including service name
  • Price
  • Duration if the service is acquired for a limited time
  • Terms and conditions - these shall be operator specific and are available from SLA.Call to Action (CTA) buttons should use the term Buy for one off.One off service payments normally require PIN validation.The technical description of this flow is described here.

Operator specifics

Etisalat

On the landing page add a line stating that the users will receive an pin for verification.

Telenor Digi

  • Contact details and phone number to the Merchant’s Customer service or of the company responsible for handling questions regarding the service should be displayed - add to the welcome SMS
  • The Checkout flow must be used.

Telenor Myanmar

  • Pricing info should state excluding taxes such as 450 Kyats (excluding taxes) per week
  • A landing page must be available which lists the full terms and conditions in Burmese - available from SLA
  • If the service is also available in English then the full terms and conditions should be displayed in English but the service should default to Burmese
  • Support is required for MO SMS unsubscribe using STOP SLA <keyword> to 75457 - this must be advertised on landing and subscription pages.
  • The Checkout flow must be used.

Telenor Norway

  • If the service is a subscription, confirm by using the word “abonnement”. The service must not be marketed as a one-off service if it in fact is a subscription service
  • Contact details and phone number to the Merchant’s Customer service or of the company responsible for handling questions regarding the service should be displayed - add to the welcome SMS
  • The Checkout flow must be used.