In Canada, the telecommunications industry is dominated by a small number of powerful companies, forming an oligopoly. Historically, these companies have imposed high prices for their service plans, leading to customers feeling exploited and developing a strong sense of mistrust towards the industry. The client, one of the largest providers recognizes the need for improved customer relations and aims to establish a stronger connection with its customers, however, they are encountering difficulties in achieving this goal.
Exceed customer expectations by providing seamless experiences across products and platforms. By continuously enhancing these experiences, the client aimed to generate substantial business value with its flanker brand, while delighting customers.
Shape the client's Digital channel strategy beyond just their web and app ecosystem.
Springboard the brand to mobilize its Digital team and broader organization to think customer first, and to truly reevaluate its broader ways of working and org culture.
Define north star customer experiences and build strategic blueprint and roadmap for enhancements.
Lay foundational requirements that scale across other programs.
Our work revolved around the guiding principles of research, customer-centricity, communication and scalability.
Research and data-driven decision making to drive the best long-term outcomes
Customer-centric, product and network agnostic experiences
Communication and collaboration across streams
Create a set of foundational elements for the client to evolve and iterate
Initial Wireframes, Low Fidelity and High Fidelity mockups and prototypes.
As part of both the Unified Experiences and Mobile App Stream, I partnered with key stakeholders to pinpoint potential areas of growth, and transform customer pain-points into valuable product features.
Helped define north star customer experiences.
As one of two principal designers on the project, I undertook the task of converting product concepts into tangible, high-fidelity interfaces and prototypes.
In order to shape the client's customer experience, we conducted interviews with both customers and stakeholders, analyzed data and benchmarks, and gained valuable insights. Our team's final deliverables consisted of designs, prototypes, and playbooks, which provided a clear vision and guidance for Rogers' team as they move forward into the future.