Vodafone Italy

Self-service website & Agent selling platform

Project Overview

Vodafone Italy is an Italian telephone company, which has approximately 26,000,000 mobile customers with a market share of 29.5% and 2,300,000 customers on fixed lines. The scope of the project includes over 1,200 screens that spread between Vodafone Italy's self-service website, subscribers' personal accounts, and the retail agents' selling platform.

Introduction

Vodafone Italy project was one of the most challenging and intense experiences I ever had in my professional career. New country, new language, new culture, and unfamiliar work process. I was fascinated. The Italian culture is very much like our own, so Milan immediately felt like home. In that year I was traveling back and forward to my home country, and when we were in Milan we performed intensive workshops where we shared the design solutions. This way of the working process allowed us to get immediate feedback, effective and fast delivery approvals.

The Work Process

Abstract prototype

Abstract prototyping representation is a pre-implementation planning approach based on low-fidelity wireframes, divided by sections and use cases breakdown. It allows everyone on the team to sync up about the full project scope and flows. Since the work process has been done in sprints, we prioritized the work by importance to the main flows, therefore it was extremely important to map everything carefully before the work has started so we know which actions and components should take place in the design a few sprints ahead.

Final Result

Over 1,200 screens

An upgraded self-service experience launched to over 25,000,000 users. Flows such as Plan activation, smartphone purchasing, device comparisons, add add-ons, top-up balance, view allowance usage, and much more, become more accessible and user-friendly. Agents' selling platform launched with an iPad version, allows them to embrace a customer-facing assistance approach and the freedom to walk around the shop alongside the customer.