Amsterdam

Krijn Taconiskade 412
1087HW Amsterdam
The Netherlands
Route

Eindhoven

Igluu, Lichttoren 32
5611BJ Eindhoven
The Netherlands
Route
Logo client

Global standards for

Customer
Experience

Challenge

Supporting Vodafone Group to map customer experience learnings from local markets in order to define customer experience standards and the ideal customer journey.

Our role

User
insights
Customer
journey
Proof of
concept
Digital UX design Experience
strategy
Co-Creation

Our main role at Vodafone is to map customer experience pain-points and opportunities to inform the concept and UX design work that we deliver with product teams.

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.

Digital UX design

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.

Vodafone desktop
Vodafone Secure Net for Wifi

Lean startup

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.

Experience strategy

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.

Result

95%
Client satisfaction

In the nearly 5 years we’ve worked for Vodafone Group they have been very satisfied in 95% of the cases.

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