Digitising B2B Processes for Telcos
Sep - Dec 2019
As part of the enterprise self-service team at Vodafone, I worked to design efficient ways of supporting business customers at various key moments.
Change of Ownership
A high point of churn for Vodafone’s business customers, nearly 30% of customers gave and up and just left when they took over another business who had had Vodafone services. A new digital-first process was designed to help streamline this stressful moment in their journey, both for them and the staff that was involved in completing the process.
BEFORE
The two businesses involved would need to submit a collective application. A four-page PDF was to be filled up, printed, signed, scanned, sent to the other party, printed, scanned and then finally sent back to Vodafone. And then any further communication about this would only go to one of them.
Besides, some customers even had privacy concerns in shared forms.
Two Parties - two steps
To understand the process better, I broke down the form into the jobs that we’re being done at each step and separated the two actors. It was clear that each of them could independently complete their part and hand off at a specific step.
The intention was to simplify the shared handling of any documents.
Prototyping fast
Not all teams involved in the project were used to digital design, sharing something tangible early on was quite important. I made a clickthrough prototype with minimal details to start bringing the idea of “two separate digital forms linked by an email” to life.
The team also used this as an introductory requirement to begin the technical exploration for the project. The architects and developers were deeply engaged with the context by the time the final UI came together.
Sharing the vision wider
This project touched an unexpectedly wide range of stakeholders (more than two whole tribes)and at one point, walking through the prototypes was not enough.
I created a video to demo how the new process would work along with the team, that we shared quite widely within the business.
Besides this, I also helped improve adoption of the Enterprise self-service portal by working through common UX pain-points, and supporting development of additional features on the platform.