I work at a retailer and I find it hard to help customers with self serve, when it was set up previously by another agent, rep or the customer themselves, when they customer does not remember their email. It becomes even worse when they can't remember their password as well. If the system instead used the phone number or account number and then a 4-6 digit pin, there would be less people forgetting emails and pins(hopefully no one forgets their phone number...). Don't get me wrong, some people would forget, however that number of forgetful people would drop significantly compared to what it is now. Also, say for iphones or devices that have fingerprint scanners, that could be used as well for the self serve app. I realize that passwords that are 8+ in characters are extremely secure, however sometimes they can be too secure, for the customers... People make a number of different passwords for different websites, so it would be nice to simplify Koodo with a PIN and put a limit on how many times it can be entered until customers have to call in to reset it with a security question.
Also, since Koodo charges $10 for changes when customers call in, maybe they could make the app, as intuitive as the online self serve. It would save people a lot of trouble as some people think that self serve the app can make all of the changes they need, when it's really the website. This can be a pain point.
Lastly, make refer a friend and the self serve registration the same registration. This would make a lot of customers lives easier because they only have to register with Koodo once, instead of twice. Ironically, the self serve online leads customers straight to the refer a friend website, which then they have to register again for.
I know all of this is long winded, but it could help customers lives and give them a better self serve experience as koodo focuses on it so heavily!
If you want more ideas, I'm full of them!