Vodafone Secure Net
Designing a secure omni-device experience used by up to 2 million users.
Market opportunity
Vodafone is the world’s second largest mobile telecommunications company, operating in over 20 countries with over 400 million customers worldwide. Vodafone made the first ever mobile phone call on 1 January 1985.
They identified a customer need within their customer base for enhanced browsing security for business and consumers. Stephen led on UX to define the concepts and designs in a user centric way to enable a highly successful end product and service.
Process
Stephen led UX on this important project, involving stakeholder engagement and concept development and design for this multi-channel experience. He drove forward user centered service design and product definition by:
- Facilitating workshops with stakeholders to define requirements.
- Reviewing multicultural user research to assess business opportunities and user needs across different counties.
- Designing cross channel service journeys for a variety of user profiles across web, tablet, SMS, retail stores, call centres, and online help channels.
- Identifying key customer interactions during the journeys.
- Developing brand principles for the service.
- Developing user personas for business and consumer segments.
- Designing multi-channel storyboards for consumer and business segments based on user insight.
- Benchmarking design patterns from other industries.
- Designing responsive wireframes for cloud security visibility and administration area for management of security (using Omnigraffle).
- Designing clickable, animated prototype of security visibility options for user testing (using Axure).
- Creating brief for user testing, with the aspirations of testing across 3-4 international markets using focus groups and lab based usability testing.
Above: Multi channel customer journey sample
Above: Screen flow sample
Above: Storyboard sample
Above: Storyboard sample
Above: Storyboard sample
Above: Storyboard sample
Above: Design pattern sample
Above: Wireframes sample
Benefit
Stephen’s input at the early stages allowed user centric blueprint, concepts and designs to be defined. This helped enable a successful product to eventually go live, providing customers with he following features:
- Anti-virus
- Anti-malware
- Anti-phishing & harmful web protection
- Child-safe browsing
- Parental controls such as App notification when a child downloads an app.
The Secure Net product is now live in the following ten Vodafone markets:
- Portugal
- Italy
- Romania
- Germany
- Ireland
- Greece
- Spain
- Turkey
- Albania
- United Kingdom
The website and promotional videos can be seen below: (They were not designed by Stephen)
http://securenet.vodafone.com
About Vodafone
Vodafone is currently one of the world's leading mobile communications providers, operating in 26 countries and in partnership with networks in over 55 more. Across the world, they have almost 444 million customers and around 19.5 million in the UK. Vodafone made the first ever mobile phone call on 1 January 1985.
Colleagues on the project
Alejandro Flores
Principal Manager Service Design
Stephen has been instrumental on helping us designing customer and online user experience for business customers. He has been open and capable to consider multiple points of view and build a consistent customer experience that we are sure will see customers engaging on.
Hannah Kops - Seren
Head of Experience Design
Stephen is a reliable UX Lead with a positive and pro-active attitude. He has led an important project for us, involving stakeholder engagement and early concept development for a multi-channel experience. His work was perceived well by the client and I would hire him again.