Company - Vodafone

Service & Mobile App Design for WiFi field technicians

My role & responsibilities

  • Established the design vision and direction, ensuring alignment with business needs and technician workflows.

  • Facilitated problem-framing workshops to uncover critical service gaps and prioritize solutions.

  • Led cross-functional ideation and co-creation to balance business goals, user experience, and technical feasibility.

  • Provided mentorship to junior designers, ensuring consistency and usability across the design system.

  • Directed validation and usability testing, ensuring iterative improvements based on quantifiable user feedback.

PROJECT GOAL:
Develop a field technician app that enhances service efficiency and user experience.

Context
Vodafone partnered with Accenture Song to create a specialized application tailored to the needs of field technicians ensuring alignment with Vodafone’s strategic objectives.

Note! All the rights belong to Accenture Song and Vodafone, and the work is carried out by me while working at Accenture Song.

Project duration
January 2022 - June 2022

Team
Product Owner
Junior Designer
Developers (Flutter)
Product Design Lead 🙋🏻‍♀️
Service Designer
Delivery lead
Tech architect

Phase 1:
Design Discovery

To ensure stakeholder buy-in and product relevance, we initiated a Discovery Phase focused on validating business assumptions and user needs.

Core Activities

  • Conducted targeted stakeholder mapping to identify key decision-makers.

  • Led six user interviews per profile, systematically mapping step-by-step service interactions.

  • Developed a service blueprint, pinpointing operational pain points and areas for intervention.

  • Conducted interviews with technicians, business stakeholders, and end-customers, integrating cross-functional insights into the UX framework.

Outcome

This research-driven approach ensured that we weren’t merely designing an interface, but rather an integrated solution addressing real-world inefficiencies.

Phase 2:
Product vision and MVP Validation

Initial stakeholder discussions revealed misalignment between business priorities and technician needs. To bridge this gap, I structured a strategic workshop series to redefine:

  • Through a series of workshops we identified what is the vision and mission of the GigaAnalzer app because the business stakeholders had something else in mind, and while we talked to the customers we understood, that their need is completely somewhere else.

  • We looked at the product from Business Design, Service Design and Product Design Perspective

  • Ideated the features that should be in GigaAnalyzer

  • During a workshop the client voted on the features that should be on the MVP

Phase 3:
Iterative Design & Development

  • Developed comprehensive user flows, ensuring logical navigation aligned with technician workflows.

  • Wireframed and sketched multiple UX scenarios, using an iterative approach driven by quantitative validation metrics.

  • Conducted early prototype validation, ensuring usability refinements before full-scale development.

  • Established a scalable design system, enforcing UX consistency across visual and interaction elements.

  • Conducted real-world usability testing, iterating on feedback to refine the service experience.

The real challenges & learnings 🤩

A key challenge was stakeholder resistance to human-centered design principles.

  • Stakeholders not beig used to Human-Centered tools and mindsets

  • They previously tried to design an app which failed, because they did it based on their assumptions, with no talking to technicians, no research and no validation

  • As Designers we had to help the client to shift the mindsets towards human centered design

Outcome

Through strategic influence and UX advocacy, we successfully transitioned Vodafone from assumption-driven product development to research-driven, user-centered design.