Vodafone

Frontend has worked with Vodafone on a number of projects from usability evaluation and interaction design of Vodafone WAP Ireland to customer testing of their IVR system.

Vodafone WAP evaluation and Interaction Design

Frontend's early involvement in the design and interaction modeling of Vodafone Ireland's WAP services played a critical part in the successful uptake of the new service within the Irish market. The project included extensive requirements gathering and user testing with their consumer market. Today Vodafone Ireland has the highest per capita penetration of WAP users that any other country in the Vodafone group.

Frontend Provided

• User Research
• Personna development
• Interaction Design of WAP Menu
  

Vodafone IVR evaluation and customer testing

In order to improve a service, you first have to understand how your customers use it. Frontend conducted a series of user experience tests on Vodafone's Interactive Voice Response System (IVR). The short term objective was to improve the usability and performance of the existing system. The long term objective was to build upon the services and functionality that can be accessed through the IVR system – giving it a more integral role in the self-care approach.

Frontend conducted observational user tests and customer interviews. Based on our findings we designed a new menu architecture and a revised set of menu scripts. A prototype was developed allowing us to test the interaction again measuring performance and reaction against previously established benchmarks.

The redeveloped infrastructure formed the basis of Vodafone's IVR customer care rollout.

To find out more about our experience and services, contact us.