Vodafone Loyalty Platform

Agency: GGMR

Client: Vodafone

Skills: UX & UI

Introduction

Vodafone is a leading multinational telecommunications company who were looking to increase customer engagement through a loyalty scheme. This needed to be driven by email campaigns. Customers would receive awards on referring new customers to Vodafone. There also needed to be a way for Vodafone to communicate with any consumers having issues accessing or promoting awards.

Aims

• Develop an ongoing rewards scheme to encourage customer engagement and increase customer base.

• Able to manage an ongoing loyalty scheme based on customer referrals.

• Enable customers to access basic information on the scheme and status of rewards to reduce pressure on Vodafone Customer Services.

• Customer Services must be able to access relevant data to help struggling customers.

• Scheme must be secure and adhere to Vodafones security policies.

Approach

In-depth workshops were undertaken with myself, project managers, technical staff and key stakeholders from Vodafone. I was responsible for developing wireframes with an iterative approach until the user, administration and security requirements were agreed upon. I then developed designs for all aspects of the project.

Solution

The final structure of the "Friends and Family" loyalty scheme consisted a business facing platform with two designated areas (Administration and Customer Services) as well as a customer facing micro-site. These systems worked alongside a suite of email campaign templates.

Vodafone administrators could deploy email campaigns to entice existing customers to refer new customers for rewards. The consumer facing micro-site became a hub where customers could manage referrals of different Vodafone offers to their friends and family. A successful referral results in a voucher reward for both the referrer and the referee.