Vodafone

BACKSTORY 

It was time for a review of the Vodafone self-service portal for business customers, and ultimately to investigate a better UX. This was coupled with the need to move this experience to a new CRM. 

This was an ideal time to test current assumptions of the customer needs, to increase operational efficiencies. 

Vodafone & Dteligence bought UiRevolution to bring the needs of the customer into focus, unpack any key challenges and opportunities, and recommend a revitalised customer experience.  

WHY WE DID IT 

The best customer experience starts with… the customer! The opportunity to help Vodafone realise their vision to offer the best Telco customer experience is a bold one – and one we were excited to bring our experience and curiosity to.

For Vodafone to meet their bold challenge of delivering New Zealand’s best telco experience requires a deep and honest look at how their technology, their teams, and their processes could help them to deliver on this promise. 

We brought into this project to help facilitate multiple teams and stakeholders to come to a unified decision on how to migrate to a new CRM, simplify the internal provision process, and delight customers with an easy-to-use self-service portal.

HOW WE DID IT 

The process began with talking with the relevant internal teams. These people know the customers better than anyone and are working hard to look after the customers day in and day out. We collated data on existing behaviour, and analysed metrics to better find holes in the existing customer journey. 

 We brought together what we know about these customers and updated the existing personas to better focus on them. We unpacked how we could reduce friction in the existing UX, and married this to the agreed business requirements that framed what success looks like for Vodafone. 

WHAT WE DID 

We agreed on what success looked like for the business. We listened to what the internal teams had to say and carefully captured their insight. We analysed the relevant tech stack and CRM platform to realise the capabilities of the platform, with an eye to scaling this deeper into the Vodafone Service teams. 

We updated relevant personas, mapped out detailed customer journeys, unpicked the challenges and opportunities, modelled the information architecture, and presented the recommended wireframes. We did this in 3 weeks. 

OUTCOME 

We were able to deliver success to Vodafone rapidly in order for them to execute this new UX. The resulting wireframes were borne out of the customer’s needs. They were grounded in key insights, both qualitative and quantitative.  These wireframes were the foundation of a Proof of Concept (POC)and Minimum Lovable Product (MLP), that rolled out live in March 2021.