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CLIENT
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INDUSTRY
Telecommunications
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DURATION
2020-22
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SERVICES
Consulting
UX/UI Design
Development
Telecommunications
2020-22
Consulting
UX/UI Design
Development
CONTEXT
Vodafone Business engaged Luther Tech and Reply to design and develop the One Portal Solution, My Vodafone Business App and the integrated CyberHub to pertain of the Vodafone Business Cybsecurity portfolio.
The engagement resulted in a user friendly and scalable platform that shifted focus from a service based to a product-based brand experience. Our services included Design, Development and Delivery of services to Vodafone Business across the EU9 OpCo markets. Our services also extended to deploying a One Portal solution for SME
customers on the Vodafone Business Portal and linking this to the existing SME CX Portal. This project included Information Architecture, UX driven web portal design (600+ screens), substantial end-user engagement and acceptance testing, and a functional user journey specific prototype.
MEDIA
The video we pieced together with Reply was used to help market the solution, shape public perception in a more visually engaging way and sell the core value proposition internally.
In parallel to the above work streams, we collaboratively designed and developed a cyber security portal (CyberHub), allowing users to protect their infrastructure. Supported by Reply’s expertise in the cybersecurity sector, Luther Tech was able to design and develop the user centred CyberHub to seamlessly transition from the Vodafone Business Portal - allowing quick and easy self-serve cyber security functionality. We developed the cybersecurity section within the My Vodafone Business
App to put cyber security solutions into the hands of customers. A unified experience informs, protects, and makes customers aware of cyber security while being easy to consume. To allow for a seamless transition from the Vodafone Business Portal to CyberHub, we interconnected the MVA10 design system in the development of new componentry to allow for self-serve cyber security functions.
CHALLENGES
Extensive stakeholder engagement was undertaken during the programme, ensuring all end user feedback, problems, challenges and recommendations were collated and considered. This process identified the following areas requiring improvement:
Customers found it difficult to filter and narrow down to what was relevant to them, based on their specific needs. Users were also unable to save their findings and therefore unable to refer back to this at a later date.
Customers couldn’t easily compare deals, offers, options, costs and benefits.
Customers found it difficult to self-serve and identify the most suitable technology solutions based on their needs.
Customers couldn’t easily compare deals, offers, options, costs and benefits. Customers were unable to seamlessly shop between touchpoints across different channels, with a non-user-friendly basket and checkout journey.
Other challenges and areas requiring attention, particularly during the deployment and linking of the One Portal solution, included:
Only 72% of the content was reusable from the SME CX system, requiring 28% new content and design.
20% of the SME CX points had no designs to support, requiring further designs to be prototyped and tested.
The omnichannel basket, the profile and dashboard, simple billing work streams referred to in the SME CX blueprint were 90% complete, only in lo fi – requiring completion.
There was ambiguity in the blueprint, for example the exploration tool.
OUR WORK
We developed the cybersecurity section within the My Vodafone Business App to put cybersecurity solutions into the hands of customers. A unified experience informs, protects, and makes customers aware of cyber security while being easy to consume.
To allow for a seamless transition from the Vodafone Business Portal to CyberHub, we interconnected the MVA10 design system in the development of new componentry to allow for self-serve cyber security functions. We delivered high-fidelity clickable prototypes that enabled: A compelling vision for stakeholders and early feedback from OpCos, Partners and the MaaC team. Validated cyber security capabilities and improvements to user journeys, interface solutions and designs based on end user feedback.
Further development support and a user research report deck that supported the design solution. The end solution impact included:
Visual styling implemented to align with the Source style guide where applicable.
Service Monitoring enhancements resulted in improved visibility on incidents and alerts.
Dark mode activation by default following the analysis of user accessibility testing
Live Chat gave prominence for immediate support.
Home and Dashboard screens were developed as one, based on our UX research proposal.
Designed with users’ preference for the dark mode front of mind.
The solution is responsive and can be accessed from any device.
contact
It starts with a user centred definition of success that correlates with key performance indicators and objectives defined by the Business.
Portfolio
Explore the case studies presented in the following pages where we report on the projects we engaged in for web, mobile and more.
TESTIMONIALS
We lead our partners to the intersection of business value and market value where product market fit is most effectively realised.
Opine
I highly recommend JJ and his team at Luther Tech. They gave us exactly what we were looking for and I am excited about our partnership and am looking forward to our next project with them!
Enigma
Working with JJ was a great experience, his agency was professional and helped us build a stunning ecommerce website.
Reply
Highly professional, competent, reliable, and get the job done. The Luther Tech team are also able to communicate very well and remain transparent, clear and precise.
Interactivedia
I had the pleasure of working with JJ for over 10 months on the same project. During this time his team constantly showed how keen they were to improve existing patterns, helping us to develop our web platform and be more effective.
Devo
Luther Tech were seamless in their integrating with our in house team, allowing us to share data sources and develop solutions to meet aggressive deadlines. Overall a very positive experience.
Dash
The UX design and development work JJ delivered is exactly what we were looking for. His designer and technical lead were competent, well organized and communicated well.
contact
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