Vodafone Hungary – Good Things

Good things

TELECOMS, CUSTOMER LOYALTY & AGILE

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project
background

project background

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.

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value delivered
to the client

Value delivered to the client

Project highlights

01

Feedback from hundreds of customers collected during the first two-week Sprint

02

Created a unique loyalty program

03

Fully functioning MVP ready for launch after 3 months

04

Redesigned program helped reach the NPS target in comparison to non-program-users

05

Direct quote from customers on the redesigned program – “It’s good for my soul,” “wow, Vodafone really appreciates me as a customer.”

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The proccess

The proccess

Project breakdown

The Challenge

The first steps to creating a solution to a challenge is to first understand the project challenges and scope and to clearly define important key questions. 

Re-positioning and relaunch “Vodafone Good Things” Program in Hungary

Introducing agile methodologies, coaching teams and kick-starting the first agile project in the organization

What we did

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

We 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 ​

How we did it

Research

Uncovered existing customer’s expectations

​Analyzed global benchmarks for loyalty programs

Conducted a thorough examination of what worked and what didn’t work with the current program

Ideation

Desirable for customers

Technologically feasible

Financially viable for the company

Prototyping

We ran several rounds of testing working prototypes with ongoing customer feedback that we implemented at regular intervals

MVP Launch

We launched a re-designed MVP with a completely new customer value proposition and strong signature offer within 3 months

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Next Client case —

Alpha Bank

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Alpha Bank

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