We set out to create a simple and frictionless customer experience for Vodafone to help increase sales and improve overall customer outcomes.
In order to help the client achieve this, we needed to embed the customer into every aspect of the program and ensure that the customer needs remained front of mind in everything that we did. With many moving parts to consider, and a project constructed using hybrid agile methodology, we needed to ensure that the team of 50+ multidisciplinary resources were aligned and understood what each stream required to be successful.
Vodafone Australia initially asked us to take the current state components and uplift them with the new branding from Vodafone UK's design system. However, we pushed to change some things for a better and more tailored user experience.
We used the UK design system as our base to construct templates. Where appropriate, we broke the UK design system patterns to create unique AU components, as some had limited functionality or a less ideal interface compared to what we needed to achieve. We had access to a Vodafone image library in addition to the Vodafone Brand Guidelines, and worked hard with their brand team to push the Vodafone brand presence throughout the designs, especially on the home page.
What began as several metre–long user journey maps, polished designs were embedded into user flows and prototypes covering 20+ user journeys and 20+ templates, a pattern library and design system was established using InVision Design System (DSM) with 60+ types of components, supported by an extensive amount of written documentation that included key design decisions, UI specifications, global and usage rules, motion, styles, image guidelines and more.
The new customer interface provides the basis for signification uplift in customer satisfaction and key sales metrics. The project also embedded customer experience design capability and processes into the client’s digital delivery organisation.