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ROLE

Interaction Design Lead

SKILLS

UX Design UI Design HTML Prototyping LESS

I was part of the team at MING Labs that designed and developed Vodafone Germany's 'AskVodafone' webapp - an innovative internal tool designed to assist Vodafone's call centre agents by wrapping search, discovery, and contextual knowledge into one seamless experience that enabled efficient information lookup during support calls.

The project was nominated for the 2015 European Excellence Awards and the 2016 CIPR Inside Award for 'Best use of Intranet / ESN / Digital Platform'

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"Please hold..."

Vodafone is Germany's second-largest telecommunications provider, and is at the forefront of innovation when it comes to customer experience. In mid-2015 they were faced with a different kind of dilemma though - a growing customer care team struggling to keep up with customer calls under the weight of complicated internal systems with poor usability, and inefficient tools suffering from years of technological bloat.

Before: Multiple portals, inconsistent navigation, and general frustration.

A Fresh Perspective

Our team at MING Labs was brought in to help Vodafone change things for the better, untertaking a full-scale user-centric design process.

This encompassed user research, ideation, requirements engineering, interaction design, visual design, and agile development.

My role on the project as MING Labs' Interaction Design Lead was to provide oversight on the app's interaction design, and help steer the team while ensuring we kept our users at the forefront at all times. A key component of my involvement was in streamlining the design delivery and prototyping workflow, moving from the traditional 'flat mockup screens' to prototyping and delivering directly in HTML5/CSS3. This not only greatly improved our iteration lead times, but more importantly allowed us to present the client with a fully immersive experience incorporating functional components, interaction states, and microinteractions that could be tested with real users as early as possible.

Putting Users in Control

The new AskVodafone tool we delivered firmly put the call centre agent in control - reducing information overload and allowing each agent to access timely customer data and knowledge-base information relevant to each support call - all in a speedy, streamlined, easy-to-navigate interface. The end result led to enriched user satisfaction and support efficiency, and an improvement in all of Vodafone's call centre Key Performance Indicators, including a decreased Average Handling Time of customer calls, an increase in First Call Resolve rate (the proportion of incoming customer issues that are happily resolved with just phone call), and decreased CPC (Clicks per Call).

With 8,000 users and 4,000,000 page impressions, it is now the most widely used internal tool within Vodafone Group.

Awards

2015 European Excellence Awards. Finalist, 'Intranet'

2016 CIPR Inside / #InsideStory Awards. Shortlist, 'Best use of Intranet / ESN / Digital Platform'

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