CASE STUDY: VODAFONE

The brief

Canvas was hired as Digital Producer / UX Designer. Canvas was responsible for the close liaison with Vodafone to enable their loyalty programme VIP. (now retired).

The strategy was to move customers to an online environment – away from contact centre and retail- a such a digital engagement platform was defined to reward customers.

In order to get to the VIP site, we needed to improve the sign-up forms – Streamline registration.

The success of the Streamline registration led to an improved conversion rate of 80%+ and VIP ran for over 4 years.

 

Wireframes for streamlining customer registration

Redesigning the registration process

  • There are multiple pain points in the current registration process.

  • Remove unnecessary fields

  • Reorder fields in the most logical order

  • Group fields to help guide the customer through the registration process

  • Improve signposting to inform customer along the journey