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