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.