Vodafone – Contract Product Designer
I‘m a Product/UX/UI Designer with solid experience conceptualising and crafting digital products. Working in product strategy, research, facilitation and prototyping with a solid background in interface design.
Digital designer, UI/UX Designer, HTML5 Banners, eDM design and build, website designs
17654
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Vodafone – Contract Product Designer

About This Project

I started working with Vodafone as a UX/UI designer in December 2020. Vodafone have set up the DX (Digital experience) program to facilitate this change in their business model. DX is made up of multiple squads, each concentrating on different parts of the business.

I was first brought into work within the Transition squad. A team responsible for transitioning the current customer base onto the new business model. Currently users can have multiple accounts, operating as separate web applications, with different and often disjointed user experiences. E.g. one account for broadband and one for their mobile plan. 

My job responsibilities included mapping out user journeys to transition the customer account/s onto the new web platform and App. Within these journeys we looked at creating as little friction as possible for the customer. This was done by providing information and benefits on the change and what it meant for them as a customer. For the re-onboarding process, where they have to provide their details for setting up their new account, they are given cost incentives and attractive new plan recommendations for retention of their business.

I was then moved into supporting the Home Broadband and Mobile squads, as well as the Business team. Here I worked closely with Business Analysts and Product Owners on user flows, scenarios and journeys for the buy process of broadband and mobile plans, as well as devices.

This included UX/UI design and information architecture for the following: 

Choosing a device pathways
  • Discovery information
  • Filtering options
  • Picking a device
  • Colour selection
  • Storage options
  • Delivery type including selecting a store for pick up, or mail delivery
  • Payment choice including Interest free payment and purchase outright pathways
  • Picking a mobile plan
  • Existing customer or login
  • Overview/Tech specs/What’s in the box information
  • Discovery pages
  • Broadband configure and setup
  • Device, accessory and add-on pages, with configure options
  • Interest free payment and purchase outright pathways
  • Credit checking scenarios
  • Cart configuration
  • Payment pathways
  • Account setup
  • Notification methods
  • Happy and unhappy paths

Day to day responsibilities included:

  • Building high level user paths and flows
  • Presenting work at stakeholder meetings
  • Building Hi-fi prototypes
  • Design alignment throughout the various squads
  • Presenting work to the UX chapter
  • UI/UX design
  • Design library alignment within the Atomic design method

Transition screens, showing the offer text, the offer landing page and start of the verification journey.

Transition screens, showing account setup and confirmation

Transition screens, including cart, Information modal and payment confirmation

When users are purchasing a device through the interest free journey, they are required to undergo a credit check. These screens display some of the journey flow they need to undertake as part of this process.

Here are some examples for configuration and setup of the users business broadband plan on the desktop platform. Business broadband required a lot of extra scenarios compared to residential broadband. Scenarios include:

  • setting up multiple connections in different locations and being able to edit these
  • customising contacts
  • switching broadband providers if required
  • Choosing internet speed
  • choosing an office line and phone numbers
  • purchasing any add ons e.g. mobile devices

Category
UX/UI Design