Vodafone Hungary – Good Things

Client

Good Things

Vodafone Good Things was a pre-existing “reward” program, available for Vodafone customers and accessible through My Vodafone app.

First Digital-only Customer Appreciation Program

Vodafone Good Things was a pre-existing “reward” program, available for Vodafone customers and accessible through My Vodafone app. It had a built-in, interactive, movement-triggered gaming mechanic i.e. if you shake your phone you could win surprises. However, the platform did not scale at the expected level and did not provide enough differentiation for the brand.

CHALLENGE

Re-positioning and relaunch “Vodafone Good Things” Program in Hungary, and introducing agile methodologies, coaching teams and kick-starting the first agile project in the organisation.

outcome

Successfully repositioned the program as the “unloyalty loyalty program” which required no point collection but rather playing for instant rewards: “play not points”

Content Strategy
Digitalisation
Agile

Project

Research is a crucial starting point that must be done thoroughly. It’s important to uncover existing customer’s expectation, analyse global benchmarks for loyalty programs, as well as conducting a thorough examination of what worked and what didn’t work with the current program.

After doing the thorough research, we use the data to help us in Ideation. There are 3 important key factors that has to be taken into consideration; it has to be desirable for customers, it has to be technologically feasible, and it has to be financially viable for the company.

The third stage before the MVP launch is prototyping, it’s an crucial step to soo what works and what doesn’t before it goes out. We ran several rounds of testing with working prototypes with ongoing customer feedback that we implemented at regular intervals.

We successfully launched a re-designed MVP with a completely new customer value proposition and a strong signature offer within 3 months that helped the company have their own success case.

Results

Together with Vodafone team, we enhanced the existing gaming mechanic and created an all-new customer experience with a redesigned customer journey and interactions, as well as new rewards which were more desirable for customers or even co-created with them.

We successfully fully repositioned the program and helped the company to have their own success case under their belt with the help of agile methodologies that would demystify and excite the whole organization about new ways of working .

We create a unique loyalty program and successfully launched a fully functioning MVP within 3 months. The redesigned program helped reach the NPS target in comparison to non-program-users

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The New Normal.

The COVID-19 outbreak is a new global reality that arrived fast and unexpectly, resulting in the birth of completely unfamiliar business context. With the beginning of the new calendar and fiscal years, businesses have seen their plans for 2020 become obsolete over the course of a few weeks. Undoubtedly as part of immediate crisis management, business leaders are coping with today but also revising plans, projections and priorities for what many are calling the ‘New Normal’.

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