Business need
The needs of our customers for fast and reliable internet connectivity at home will only increase over the next 5 years as the average number of connected devices within the household are expected to increase from 9 to 29.
The NBN presents our customers with the opportunity to do more of the things that are important to them.
The opportunity exists for Vodafone to offer this innovation to our customers… to provide our customers with more choice and freedom to connect the way they want and differentiating through a customer experience driven by our brand promise and pillars.
The challenge
Our customers need and highly value, hassle free, fast and reliable internet connectivity that also provides them with a large degree of certainty around the monthly cost. Providing our Vodafone Red One customers to a connection dashboard. Having the ability to check the status of all of their connections (fixed as well as mobile) as well as usage information. Customers will benefit from having the ability to control all of their connections and their access from a single dashboard.
My role
As lead UX/UI my role was to work closely with the PO and PM’s of this project and implement the designs based on user research and testing. Working closely with two other senior designers and a squad made up of engineers, testers and business analysts this 6 month project was well executed. I was conducting the user researh, stakeholder interviews and overall delivery of the UX and UI.
Customer insights and ideation
Reaching out to current MyVodafone customers who were thinking of connecting and setting up their NBN, I created sketches which I guerrilla tested with 10 people and from my results I created wireframes that I later tested with real users which proved successful.
Customers told us that:
- Reliability is crucial
- Are motivated to consider new offers if it meant they could get faster internet speeds
Design execution and validation
Delivering journeys, wireframes and design specs to stakeholders weekly, ensuring the designs were in line with the new global designs and were responsive across desktop and mobile.
Leadership
Being the UX lead on this project included reporting back to senior management and stakeholders on a daily basis. Leading the UX and UI for this project involved daily stand-ups and milestone reviews to ensure we were meeting sprint deadlines.
The outcome
Within the 6 month time frame, we were able to plan, research, test and design a new NBN service feature to the MyVodafone app with positive results.