Overview
Overall User Engagement
Objective 2: Improve overall customer satisfaction by optimising the customer journey.
Unified KPIs & Goals
30%
25%
30%
Reduce design inconsistencies
Objective 3: Leverage data and insights to inform strategic decisions and enhance operational efficiency.
Improve
overall CSAT
The Digital Experience Strategy for Vocus redefined the digital presence of its core brands—Dodo, iPrimus, and Commander. I led this transformation, enhancing UX, CX, and leveraging data insights.. The strategy aligned digital engagement with Vocus's business objectives, creating a cohesive, user-centric ecosystem that improved brand interactions and streamlined customer journeys.
Fragmented User Experience: Inconsistent design across Dodo, iPrimus, and Commander resulted in a disjointed user experience.
Limited Customer Insights: Lack of customer journey mapping hindered the identification of pain points and interaction optimisation.
Data Silos: Isolated data analysis across departments led to missed opportunities for data-driven decision-making.
Accessibility Issues: Platforms were not fully inclusive, creating barriers for users with disabilities.
Background
Problem Statement
Objective 1: Create a unified and consistent user experience across Dodo, iPrimus, and Commander.
Improve
decision-making
40%
Objective 4: Enhance platform accessibility to create an inclusive digital experience.
Redefining
Vocus’s Digital Experience
As the strategic lead for this digital transformation, I played a central role in redefining the digital experience for Vocus by leading cross-functional teams, developing a user-centric strategy, and integrating data analytics into decision-making processes.
My role
Leadership in Strategy Development: Guided the creation of a user-centric strategy, integrating UX, CX, and data analytics.
Design System Implementation: Led the development of a robust design system to unify visual language and user interactions across all digital platforms.
Data Integration Initiatives: Pioneered the integration of data analytics to align insights with business goals.
Cross-Functional Collaboration: Facilitated workshops and sessions with product development, marketing, and customer support teams to ensure strategy alignment.
Key Contributions:
Data Integration Initiatives
Leadership in Strategy Development
Cross-Functional Collaboration
Design System Implementation
Solution Narrative
The Strategy
The strategy integrated UX, CX, and data-driven approaches to transform Vocus’s digital experience. It focused on creating consistent, inclusive, and seamless user journeys while optimising services and leveraging data insights to drive better decision-making and enhance collaboration.
Design System Implementation:
Established a unified design system, reducing design inconsistencies by 30% across all digital platforms.
UX Design Programme: Crafting a Unified Experience
User Journey Mapping:
Created detailed user journey maps to identify friction points, aiming to reduce user drop-off rates and enhance navigation.
UX
Accessibility Enhancements:
Applied industry-standard guidelines to make digital products more inclusive, with continuous audits for compliance.
Continuous Feedback Loop:
Integrated a user feedback mechanism to capture insights for iterative design improvements.
CX
Customer Journey Mapping :
Developed comprehensive maps to understand touchpoints throughout the customer lifecycle, leading to a 15% increase in engagement.
Feedback and Complaint Resolution :
Designed a real-time system to address customer concerns swiftly, turning negative experiences into positive interactions.
CX Design Programme: Elevating Customer Experience
Loyalty Program Integration:
Initiated plans for a loyalty program to boost repeat visits and brand loyalty.
Service Design Optimisation:
Improved service efficiency by 25% through the application of service design principles.
Data & Insight Programme: Harnessing Data for Strategic Decisions
Data Integration and Predictive Analytics: Laid the groundwork for predictive modelling to enhance decision-making speed and accuracy.
Visualisation and Reporting:
Developed intuitive dashboards that provided actionable insights, empowering data-driven decisions.
Risk Assessment and Competitive Analysis: Planned competitive analysis to identify market threats and opportunities for strategic positioning.
Cross-Functional Collaboration:
Facilitated workshops to integrate data insights into product development, improving collaboration effectiveness by 25%.
Data & Insight
Establishing a Blueprint for Growth and Innovation at Vocus
The Digital Experience Strategy for Vocus set a new benchmark for user engagement and data-driven decision-making. By balancing executed initiatives with a roadmap for future developments, this approach continues to drive digital innovation and user-centric growth. The strategies developed during my tenure are adaptable and scalable, setting the foundation for continuous innovation and growth at Vocus.
This case study demonstrates my commitment to guiding immediate impact and long-term transformation in multi-brand environments. The frameworks developed have the potential to drive continuous innovation and customer-centric growth, ensuring Vocus's position as a leader in digital experiences.
Increase in User Engagement
User Engagement: Increased by 30%, exceeding the target of 20%, due to the streamlined user experience and consistent design system.
Performance Summary & Results
30%
25%
30%
Decision-Making Speed
Customer Satisfaction: Improved by 25% through optimised service design and initial feedback mechanisms.
Improvement in CSAT
Operational Efficiency: Enhanced by 20%, reducing design iteration cycles and accelerating product launches.
20%
Operational Efficiency
Decision-Making Accuracy: Anticipated to increase by 40% with the full implementation of predictive analytics.
