Challenge
Two of the world's largest telecom companies Vodafone & Idea merged to cater to the needs of 1 billion telecom users in India. This led to the evolution of a new brand VI, with a commitment to uplift & transform the telecom experience in India. Lollypop's biggest challenge was to understand the uncertain & volatile telecom market and its unique complexities, simplifying user's digital experience being a major one. A bad experience at any touch-point can cause customer attrition and thus loss of business. Our task was to overhaul the entire digital branding while glorifying the merger of the two global brands. It was imperative to craft a seamless digital experience through a mobile app that would enable a seamless transition of users from the existing apps of the two brands.
Solution
Discover Our UX Researchers conducted workshops with clients to understand users' pain points, expectations and motivations in order to arrive at the usability scores of both the existing apps. The obsolete design language and the user journey required a facelift. Focused group discussion combined with thorough research on user's feedback on the market places, we framed our strategy around not disrupting the experience severely for the users, and make them feel home through the new app. Define We started with identifying personas and creating user journeys. Our UX Designers arrived at a wireframe that illustrated personalised journey for every user persona. We defined intuitive workflows such as recharge, bills and balance checks for the users and pitched for various first of kind initiatives directed boost customer acquisition and engagement. Postpaid plan with premium benefits: Unlimited data 1 year free Netflix subscription Amazon Prime benefits Dashboard with scrollable cards: Large cards for better focus Better visual hierarchy of elements Clean design for enhanced readability Interactive & engaging offers 1 year netflix free Amazon Prime benefits Airport lounge access Design In the UI, we gave a completely new and fresh look to the app by updating the design system to match the new brand guidelines. We brought the boldness of Vodafone and the playfulness of Idea, intending to keep the traits of two old brands unabridged. Every screen prompts us to take an action, thus leading to another screen and hence higher engagement. Elements including the icons and the artwork are in sync throughout and right balance of colours red and yellow highlights the brand integration of both Idea and Vodafone. UI Elements Simplified Dashboard After a pleasing and playful splash screen, a simplified dashboard loads with clear and clean information laid out as per the priority that a user needs. UI Elements New age banners Considering the importance of the banners for this app we designed them to match the new trend. We maintained the right balance of colors and elements making them look impressive and clickable. Stats & Impact We designed a new seamless experience that accommodated the traits of both the applications without any abrupt shift in their usage patterns.
Results
300M Customers Served 50M+ App Downloads
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