Supporting Vodafone Group to map customer experience learnings from local markets in order to define customer experience standards and the ideal customer journey.
Mapping Vodafone’s key customer journeys and defining minimum customer experience standards and best practice in a series of comprehensive playbooks for markets to use for local implementation.
Working closely with both consumer and enterprise teams to deliver concept and UX design for commercial delivery for a range of digital services such as SecureNet.
Supporting a range of product innovation initiatives with concept explorations, co-creation and in-market pilots with users to define the core value proposition and matching concept design.
By understanding the customer needs and retail experience, we identified new opportunities for embedding Vodafone Backup+ in the retail context. We mapped out the customer journey and service flow of different desired scenarios.
In the nearly 5 years we’ve worked for Vodafone Group they have been very satisfied in 95% of the cases.