Digital Channels: USSD/Mobile + Offline Collections

Designed and stabilized multi-channel journeys across online and offline contexts.

Summary

When channels multiply, failure modes multiply too. This case study focuses on how we kept journeys consistent while improving production stability across USSD, mobile, and offline field collection.

What I led

• Defined shared journey contracts (inputs/outputs) across channels.
• Reduced brittle coupling with well-defined API boundaries.
• Strengthened monitoring for end-to-end visibility (not just service uptime).

Outcome

Fewer channel-specific breakpoints and smoother day-to-day operations for teams supporting the platform.