UI / UX Design
Vodafone Transfer Credit
Adapt and reimagined the Transfer Credit user flow for the Vodafone App, according to the new Vodafone Design System.
Year :
2022
Industry :
Telco
Client :
Vodafone
Project Duration :
6 weeks
Problem :
An update was needed on an old and flunky flow that, after some research, was pretty used by customers and it was not available in any other Vodafone operating country.
Solution :
Integrate the new Vodafone Design System into this flow and make it very easy to setup for customers. One issue was that the transferable amount of credit might vary from customer to customer and availability, so the need to make that clear and avoid call-center inquiry added to the task.
Challenge :
What has started as a local journey, in time became a contribution to the components catalog for the entire company and thus it became international and also adaptable to each country adopting it.
Results:
The revamped UX for the Transfer Credit feature improved task success by 30%, and reduced time-to-complete transfers by 25%. User satisfaction measured via TNPS scores rose 20%, while customer service tickets related to credit transfers decreased by 40%.
More Projects
UI / UX Design
Vodafone Transfer Credit
Adapt and reimagined the Transfer Credit user flow for the Vodafone App, according to the new Vodafone Design System.
Year :
2022
Industry :
Telco
Client :
Vodafone
Project Duration :
6 weeks
Problem :
An update was needed on an old and flunky flow that, after some research, was pretty used by customers and it was not available in any other Vodafone operating country.
Solution :
Integrate the new Vodafone Design System into this flow and make it very easy to setup for customers. One issue was that the transferable amount of credit might vary from customer to customer and availability, so the need to make that clear and avoid call-center inquiry added to the task.
Challenge :
What has started as a local journey, in time became a contribution to the components catalog for the entire company and thus it became international and also adaptable to each country adopting it.
Results:
The revamped UX for the Transfer Credit feature improved task success by 30%, and reduced time-to-complete transfers by 25%. User satisfaction measured via TNPS scores rose 20%, while customer service tickets related to credit transfers decreased by 40%.
More Projects
UI / UX Design
Vodafone Transfer Credit
Adapt and reimagined the Transfer Credit user flow for the Vodafone App, according to the new Vodafone Design System.
Year :
2022
Industry :
Telco
Client :
Vodafone
Project Duration :
6 weeks
Problem :
An update was needed on an old and flunky flow that, after some research, was pretty used by customers and it was not available in any other Vodafone operating country.
Solution :
Integrate the new Vodafone Design System into this flow and make it very easy to setup for customers. One issue was that the transferable amount of credit might vary from customer to customer and availability, so the need to make that clear and avoid call-center inquiry added to the task.
Challenge :
What has started as a local journey, in time became a contribution to the components catalog for the entire company and thus it became international and also adaptable to each country adopting it.
Results:
The revamped UX for the Transfer Credit feature improved task success by 30%, and reduced time-to-complete transfers by 25%. User satisfaction measured via TNPS scores rose 20%, while customer service tickets related to credit transfers decreased by 40%.