2021, Telecommunications
Simplifying Vodafone NZ’s mobile buying experience
Vodafone NZ was transforming its consumer business to become digital-first. I joined the Consumer Mobile squad to redesign the end-to-end mobile journey, from choosing a plan and device through payments, number porting and getting connected, while helping embed stronger design practices across the organisation.
Product Design Consultant · Service design · Accessibility · Design systems · Transformation
The Ask
My objective was to advocate for design principles and ensure a seamless transition that would enhance the overall customer experience and digital capabilities.
Specifically, I was responsible for improving the consumer mobile journey, including buying plans and devices, porting onto the network, and getting set up. I also focused on enhancing interest-free payments (IFP) and add-ons like internet and extras.
The Solution
To address the challenge, I introduced up-to-date design thinking methods and emphasised a user-centric approach within Vodafone's Consumer Mobile squad.
I collaborated with cross-functional agile squads, conducted discovery workshops, and facilitated effective communication between technical and business teams. Working closely with accessibility advisors, I ensured inclusivity and accessibility throughout the design process.
Using the double diamond framework, I gathered insights, defined problem statements, and ideated potential solutions for the consumer mobile journey.
My focus was on simplifying the user experience, providing pricing transparency, and integrating different services seamlessly.
By aligning customer and business goals, the cross-functional team delivered practical and creative solutions that addressed Vodafone's objectives and improved the customer experience.
The Result
The work helped establish a more joined-up approach to Vodafone’s consumer mobile experience, simplifying complex journeys across plans, devices, financing, add-ons and activation.
Beyond the individual experiences, I helped strengthen how design operated within the squad, bringing customer needs, accessibility and cross-functional collaboration earlier into product decisions. The emerging design system gave teams a shared foundation for creating more consistent experiences and working more efficiently across Vodafone’s digital products.
