This enabled us to develop behavioural personas that were essential in shaping out solution. We has to consider the ‘Ease Seeker’ who just wanted to dip in and check usage vs. the ‘Information Seeker’ who would carefully investigate any changes vs. the ‘Premium Seeker’ who was looking to be rewarded for their relationship with O2.
Our personas combined with other insight formed the basis of a sprint based Design Thinking approach. Every two weeks we would tackle a new challenge – with lightning talks to provide us with key insights that turbo-charged concepting. ideas were then refined into prototypes that were tested not only by customers but those who interface directly with customers O2 gurus
Insight from testing enabled us to update our prototypes into a new UI toolkit and fresh look and feel for both web and app experience.
From optimised journeys through to micro-interactions, we reimagined the My O2 experience to help support, surprise and delight 02 customers across every touchpoint.
Including cool Proof of concepts like
And in 2024 we plugged in ChatGPT into the customer service portal and feeds to see how it might enhance the experience.
We now operate a full-time, blended team model allowing O2 to scale our work together across BAU, small and large projects. We co-locate at O2’s office in Slough and at VCCP HQ in Victoria. We have worked on a wide variety of experience design projects together and our relationship continues to go from strength to strength.
