Creative Producer / Project Manager
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Vodafone Welcome Hub

Online customer on-boarding tool

welcome-mockup
 
 

Client:
Vodafone Australia

Agency:
Internal Digital Transformation Team

 

The project

A self-guided digital on-boarding experience for new and upgrading Vodafone Australia customers.

A completely responsive website promoted on all Vodafone Australia SIM card packaging and in-store to help new and upgrading Vodafone customers to set up their services online. Working in an agile/scrum approach, we initially launched the project for new customers only, and after testing and iterating, launched the experience for upgrading customers. Whilst the Welcome Hub appears to be a smooth and seamless user experience, the user flow is a very detailed decision tree that required plenty of careful consideration, planning and iteration.

 

My role

  • Hybrid digital producer / product manager in the Agile Digital Transformation team

  • User experience research, testing & design

  • Wireframes

  • Developing user flows

  • Managing requirements and feature improvements with developers

  • Documenting bugs and improvements

  • Stakeholder management

  • Leading Agile ceremonies

  • Building the decision tree in the CMS with detailed tracking

  • Training producers for ongoing maintenance

  • Preparing training documentation

  • Testing & quality assurance

  • Reporting on engagement and success