Movistar
Since 2012, we have been collaborating with one of the largest telecommunications companies in the world, integrating the customer’s perspective into the offering and self-management of fixed-line, mobile, and internet services.
Since 2012, we have partnered with the Digital Product teams of the Telefónica Group, designing and improving the web and mobile user experiences with which millions of people interact.
We’ve improved the usability of fixed-line, mobile, and internet purchase processes to increase sales, reduce call center volume, and optimize processes.
Our work included the development of promotional landing pages, improving customer service processes, and enhancing product and offer communications to improve understanding and capture of the value proposition.
Conversion Lift
UX ROI
- We reduced support costs and decreased user frustration.
- We contributed to the maturity of the digital product teams in UX, impacting other areas of the company.
How We Helped
- We redesigned the homepage for fixed-line and mobile services.
- We improved the site navigation flows.
- We redesigned the purchase flow for mobile phone plans.
- We redesigned the purchase flow for internet plans.
- We redesigned the purchase flow for fiber and TV plans.
- We designed and enhanced the impact of promotional landings: portability, Hotsale, Multiply, Mother’s Day, Father’s Day, etc.
- We improved the discovery, acquisition, and upselling processes for phone lines, internet, and mobile lines.
- We improved the self-management processes for large clients.
- We enhanced the quality of information in the Customer Service section.
- We conducted usability analysis and communication needs assessment for the launch of the redesigned Movistar app.
- We conducted usability analysis and provided actionable improvement proposals for critical business processes.
- We performed qualitative and quantitative analysis of page performance and specific flows.
- We created the first usability manual for the company, aligning all departments.
- We developed tools to reduce costs and time in decision-making, design, and development processes.
- We facilitated workshops with stakeholders to define product vision and ease decision-making for product and design.
- We provided training on Lean UX methodology, user-centered design, and Design Thinking.
Services
