CXX strategy across opcos for Vodafone

 

VF_journey
Vodafone Workshop @ Madrid HQ

Challenge
Improving and aligning the Vodafone customer experience, across all OPCO markets.

Time period | January, 2016 – July, 2016
Client | Vodafone Group UK
Expertise | Service Design & User Research

Outcome
We focused on both renewing customers as well as customers that could become ‘converged’ (combining mobile with home services).

We facilitated 5 design sprints, across Vodafone’s head offices, to learn from the current challenges and success stories of the local markets.

This understanding allowed us to map Vodafone’s key customer journeys and defining minimum customer experience standards and best practice in a series of comprehensive playbooks for markets to use for local implementation.

playbook