2degrees Mobile’s mission was to design a world-class, frictionless digital experience for their customers. The key to its success was to deliver a new explore experience, better Search capability, optimised buy journeys, streamlined Help & Support content, and foundational personalisation capability.
My role as the CX design lead on the project was to champion the voice of customer throughout the end-to-end digital journey. Working closely with the UX/UI design team we delivered a world-class digital experience that resonated with existing and new customers alike.
Utilising deep customer insights and the desire to embed human-centred design to improve the online experience meant the end-to-end customer experience was significantly heightened, resulting in consistent positive NPS scores averaging +50 and usability scale above 80.
