As Vodafone NZ (DX) separates from the global brand, a new strategy emerges: consolidating multiple legacy tech stacks into a single digital system. Simplifying setup, payments, and account management, while centralising customer data.

To address this opportunity, we adopted a customer-centric approach to actively involve customers in the process. By capturing their information, Vodafones aims to gain a comprehensive understanding of their customers to enhance targeted marketing strategies for more effective outcomes.

The purpose of transition is to migrate our existing customers from an old ‘fragmented’ world to a new ‘unified’ and ‘radically simple’ world. What does this mean? It means migrating customers from all existing tech stacks and unifying them into a single database where we can manage all of our customers in one place.

As the product design lead, my role was to deeply understand the users who currently sit across the three tech stacks and ideate an intuitive and low friction experience that caters to all by identifying their situation and providing a solution that improves on their existing plan.

The journey itself needed to cater to many different customer types and different plan structures. Single mobile was the most straight forward as they could be dealt with by simply directly offering a new plan that was better than their current. The problem we needed to solve for was customers with multiple plans, outstanding phone payments and converged mobile and broadband.