Vodafone EVO
An evolution in mobile phone plans that gives customer more flexibility. Customer can buy all brand-new pay monthly phones and smartwatches available on Vodafone EVO.
About Project
EVO project is for the Vodafone UK IT department, where we work with our retail and cell centre staff to improve the software and systems they are using. Vodafone UK IT are responsible for 80% of total Vodafone sales.
Siebel is the skeleton of the EVO project systems.
User Research & Analysis
We're designing for the retail store advisors and contact centre advisers. In UK, Vodafone have 12000 advisors across retail stores and contact centres.
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Retail store advisors -
Managers, General product enquire advisors, Specialist technology advisors
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Contact centre advisors -
Telesales and retentions team (TSAR) - helps customers to buy new products and services also help them to retain if they want to leave Vodafone.
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Customer care team - Helps customers to purchase pay monthly, pay as you go, top up and usage queries
User Insights
Omni-channel roles
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Assisting customers both in-store and through digital platform
In-store interaction
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Over 66% of consumers are encouraged to shop in-store due to the value thay place on human interaction
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Retail store staff help customers with decision-making for complex products and plans
Consumer behavior & preferences
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63% of consumers considering Value for money when choosing handset
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Customer engagement
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Retailers are focusing on improving customer engament by minimizing the simplified processes & improved AHT
Major challenges faced by agents
Complex workflows and non-intuitive interfaces
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Systems were not designed with the agent's workflw in mind
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Too many nested menus and clicks to perform basic tasks
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Inconsistent design patterns across modules
System slowness and lag
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Delays in loading customer records or submitting changes impacts average handling time(AHT) and customer satisfaction
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Products plans, policies and customer data are hard to locate quickly
Poor visibility of customer Info
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Incomplete view of a customer's past issues, purchases and complaints
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Error prone data entry
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Manual input required for fields that could be auto-filled
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Lack of validation or feedback on error
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Agents wasted time fixing mistakes or re-entering data
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Design Sprint
Performed the UX designer role to recommend the best possible experience for the end users while operating within the many tech and business limitations.
01 UX Planning -
Prioritize features from a UX perspective
Get assigned a jira ticket for feature
02 Understand -
Understand the feature/user stories and acceptance criteria in the ticket
09 Iterate -
Iterate designs based upon the feedback gathered from the previous step
10 Sign off-
Design have been approved in the final signoff session
11 Documentation -
Document work on the confluence
We did detail exploratory work to understand the existing system, major pain pointsm requirements and impacted areas to provide a UX estimations
03 UX estimations -
Provide a high-level T-shirt sizing for a ticket
04 Define-
Get clarification with the stakeholders about feature/user stories & acceptance criteria
05 Desk research -
Understand the existing functionality, impacted areas & analysis
06 Ideation-
Sketching, brainstorming sessions with stakeholder & team
07 Wireframing -
Conceptualize solution with Low-fidelity wireframes
08 Present -
Present ideas to the stakeholder team and received feedback on designs
Wireframes
Challenges faced as UX designer
1. Conducting user research
2. Prioritizing functionality at each step
3. addressing the requirements of all stakeholders
4. Legacy systems
5. Measuring design success