THREE MOBILE
THREE MOBILE
Bio Agency ⇀ Lead Digital Design
⇀ Y17 :: 4 Mo
To create a new holistic e-commerce experience as part of a 5-year transformation with the goal to double the size of the business and reach +40 NPS by 2021.
◼’Story Page’ — Where the Logged In Customer could review all current status, activity and next best purchases.
01—07
◼ A ‘Configurator’ where customers could choose from a selection of devices and plan specifics.
02—07
◼’Health Checker’ — App. An area that shows a summary of issues with device or plan that could be improved and solved.
03—07
◼Checkout — App. Offering a breakdown of numbers and a multitude of payment and delivery options.
04—07
◼’Online chat’, to improve the communication between provider and customer — App.
05—07
◼’Dashboard’ — Maintaining consistency visually but adding small differentiators for staff members to use— Call Centre.
06—07
◼In-Store App — Using the secondary colour palette to differentiate the in-store experience.
07—07
Design an all-channel technology transformation for a flexible and customisable shopping journey that fits the customers’ new needs and expectations. Concept designs and design system for Three Mobile with simplified and enhanced journeys to simplify information displayed and reduce bag abandonment rate — users felt providers were selling things in a language they didn’t understand. Also based on most common customer locations coverage quality could be checked.
90%+ scoring in user testing Full experience going live in 2020 Agile processes introduced at Three Mobile.
INFO
Executive Creative Director — Robin Souter
Research — Victoria O'Callaghan
UX — Andrew Officer
CX — Kailas Elmer