Vodafone's intranet and its 30,000 pages had remained nearly untouched since its initial launch and were no longer up to par with the ever-growing challenges of its users.

The site has collected a lot of dust over the years, which made things uncertain in the beginning. Dust had to be removed to get a clear idea regarding the direction that had to be taken in order to come up with a design that a) conforms to Vodafone's DNA, b) aligns with the goals that were set and identified during workshops and c) adapts to the needs of the different user groups and supports them.

If there's a place where we could get valuable insights to inform the direction of the design, then it was at one of Vodafone's call centres. We observed, made notes and spoke to agents, which we later translated into concepts concerning design as well as overall performance, that would enhance the experience of both the agent and the customer on the phone.

Following a series of user-testing sessions of the new design, we received overwhelmingly positive feedback. The new site embraces Vodafone’s DNA and adapts to the user’s every need. Our design has since been rolled out globally.

Work performed as lead designer of a team of two at Ming Labs.