Vodafone CXX – Customer journey design

This project was focused on improving the Vodafone customer experience, across all markets.

In our case, we focused on both renewing customers as well as customers that could become ‘converged’ (combining mobile with home services).

In order to get to a holistic understanding that would enable us to formulate the to be achieved global design principles, we held over 5 workshops, across Europe, to learn from the current challenges and success stories of the local markets.

Involved client for this project: Vodafone Group
Read more information on essense.eu.

Vodafone Cloud & Message+ – Customer journey design

We were asked to assist with the exploration of Cloud sharing scenarios, which would accordingly be used to enrich Vodafone’s instant messaging app, Message+.

By analysing the earlier conducted market research, customer needs and industry examples, enabled us to cluster our insights to design principles. The according design principles were then used for the ideation phase, aligned with the strategy for Message+.

When communicating this strategy to the Vodafone stakeholders, several service design methods were used, e.g. a customer journey to stress Message+ as phone centric experience, mock ups of bus posters to translate findings to marketing propositions and sketched out scenarios enhanced with use cases to address the relevance for both Vodafone as well its customers.

Involved client for this project: Vodafone Group

KLM Health Services – Website redesign

The goal of this project was to reduce over 10 separate websites to one.

To tackle this, we analysed the different websites by mapping out and clustering all content, allowing us to design a first concept proposal.

This proposal was then used as probe in co-creation sessions with both B2C and B2B customers that had used the individual websites.

These sessions proved their value in helping to formulate five design principles that later informed the design and iteration process on the delivered design templates.

View the result on www.klmhealthservices.nl.
The website is also available in English.

Visual design by: Joris Hoogendoorn
Involved clients for this project: KLM Health Services, Airport Medical Services, BuZa.

Vodafone SecureNet – Web app design

During this project two Design Research group sessions were held to collect consumer insights regarding habits, needs and concerns around mobile devices and safety, in a family context.

The main challenge was to enable parents to change their child’s settings without taking their devices, while also taking into account the different mobile contexts and according data connection (Mobile connection vs. Wi-Fi connection).

The qualitative insights from the group sessions led to development of SecureNet, a web application that integrates with and protects Vodafone’ customers against viruses, dangerous files and harmful websites, as well as offering them additional parental features if desired.

We did not only design the web application, but also the website promoting the service on securenet.vodafone.com

Visual design by: Joris Hoogendoorn
Involved client for this project: Vodafone Group

VSHANAB – Customer journey design

For this project I was asked to visualise the 12 roles within VSHANAB, how they were all connected to each other, the (shared) problems they were facing with, and most of all, what they needed from an IT perspective to perform their job to their satisfaction.

One general journey was visualised displaying the overall process and UX issues, accordingly 12 individual visuals were created to display the specific role’s most important tasks, pain points and wishes on the one hand, while on the other (the back side of the visual), the IT requirements (e.g. which software they work with, who they report to and how, which devices they work with etc.).

Involved client for this project: VSHANAB

Pick Up and Play – Student project

For my master thesis, I aimed to better understand the role of the tangible qualities and the domestic setting in relation to current music experiences, and what implications this brings for designing for music and other media platforms.

To tackle this problem, I applied a research through design approach called ‘conceptual design proposals’ (Gaver and Martin, 2000) that led to a concept called ‘Pick Up and Play’ as displayed in the video you can find here.

Involved clients for this project: Spotify, IKEA
As part of Mobile Life Centre, Stockholm under supervision of professor Barry Brown.

Read the whole thesis on Issuu!

This project was published in:

BookThere’s not an app for that: Mobile User experience design for life, by Simon Robinson, Gary Marsden and Matt Jones.

TV: TV 4 Swedish News as part of a documentary about the Mobile Life Centre. The video you can find here.

Web publications: The project was published on (amongst others): Yanko DesignBoing Boing and PSFK.