Vodafone Configurator
- App for controlling Vodafone routers
- 1,4 million users in total
- Three markets: UK, Italy, Ireland
MY PART
- Conception
- Wireframing
- UX management
- Review of research activities
The app is offered in the UK, Ireland, and Italy. In all three markets, the feature set differs drastically; e.g., in Italy, you can make VoIP calls, and in the UK, you can claim a discount if the measured internet speed is lower than the agreed speed.
In my previous projects, I always sat with the core team. At Vodafone, the team was spread all over Europe. Despite the distances, we were very well organized and efficient (thanks to Miro™, JIRA™, and Slack™ Pro!).
User Centric
The list was unsurprising but became the essential reference for further roadmap discussions.
Thanks to the Analytics data, we could get a picture of the most used features in the app. The list was unsurprising but became an essential reference for further roadmap discussions.
The most important KPIs for the success of the apps were, besides the NPS, are the App Store ratings. To collect and channel the user feedback and raise the necessary awareness in the team, I initiated the acquisition of an App-Store-Analytics-Tool, "AppBot".
The tool automatically analyzes and tags the ratings from the App Store.
All tags can also be displayed as an emotional diagram. The X-axis shows the level of satisfaction. The Y-axis shows how emotionally charged the feedback was.
As you can see from the chart, most of the reviews are negative. A subsequent user survey with around 4,000 respondents revealed the reason.
The app is not seen by customers as a stand-alone service but as part of the overall broadband experience. When people are dissatisfied with the Internet speed, they use the app reviews as a channel to get rid of their frustration.
Wi-Fi Extender
Another task entrusted to me was the integration of the Super Wi-Fi functionality into the existing app.
With Super Wi-Fi the Customer places extra hardware extenders in remote places in the apartment, which thus increases the network coverage.
With Super Wi-Fi the Customer places extra hardware extenders in remote places in the apartment, which thus increases the network coverage.