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    Vodafone Journey Management

    Interaction design – Information architecture – Stakeholder management – UX design – UX strategy

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    UX Manager / UX Lead / Information Architecture – permanent (started approx Dec 2009 to 2011),

    Journey Manager – permanent (started April 2008),

    Online Manager – contract (started April 2006)

    Stephen has spent approx 7 years at Vodafone working on UX design and UX strategy.

    • Responsible for the end-to-end UX for key online journeys. Design and improve customer journeys by understanding customer needs and online behavior to drive development of content, products, tools and capabilities, with the view of the multi-channel experience.
    • UX lead on key deliverables and projects. Managing Information Architects, Graphic Designers, Producers, Copywriters to design and deliver assets.
    • Extensive personal hands-on experience with Information Architecture design, wireframing, scamps, graphic design mockups, persona analysis to design online journeys.
    • Engaged with outsource design partners: Detica, Sapient, Dare Digital, GGMR, Vodafone Group to deliver user-centric solutions.
    • Proactively engage business wide stakeholders (including senior management) to make sure we create differentiated online, mobile and multi-channel experiences which align with our customer experience principles and user-centred design methodology. Champion UX in marketing, new business plans and prioritisation.
    • Transforming complex technical problems into a seamless cross-channel UX for: Self Care Functionality, eCommerce Functionality and brochureware.
    • Working with business analysts and business stakeholders to define and prioritise online product requirements, while managing risks and mitigating issues.
    • Pioneering Agile Sprint – UX process within Vodafone.
    • Designed and delivered UX solutions in both Agile and Waterfall development methods and represented UX interests in sprints and scrums.
    • UX product management and UX project management to delivery teams from: EDS, Hewlett Packard, Mphasis, Accenture, Sapient, Amdocs. Engaged with development teams located in the United Kingdom and India.
    • Leading multi-disciplined teams and engaged with stakeholders to create user centric requirements and concepts, taking into account user needs, competitor analysis, technical feasibility, business case, KPI’s, priority, strategic vision and envisaged UX. Assessing, managing and mitigating risks in tandem with business stakeholders. Facilitating workshops to design UX solutions.
    • Actively involved in design phase, – responsible for performing personal hands-on design, plus managing key design resources. Providing strategic vision to design according to industry best practice within brand guidelines and overcoming architectural constraints, – to present an optimal UX with iterative user-testing throughout the design phase.
    • Working with technical vendors to ensure implementation was expected quality, to time and scope, satisfying user experience needs and achieving acceptable architectural quality. Carrying out and facilitating business UAT and managing corrective action on defects.
    • Working with a variety of stakeholders to analyse metrics and prove the need for user centric solutions that could be fed into business case.
    • Represented online team in meetings with Customer Services Director.
    • Experience working with business owners, business analysts, technical teams, solutions architects, systems architects, legal, project managers, design agencies and outsource technical suppliers to analyse, design, develop and implement customer user centric solutions.

    Journey management or UX improvement on the following products:

    • Consumer self service portal
    • Business self service portal
    • Vodafone eShop
    • Vodafone Billing Centre
    • Registration Journey / Single Sign On

    UX lead and/or UX input on the following projects:

    • Defining and delivering prepaid loyalty scheme online portal.
    • Recharge prepaid phones and tablets without registration (including credit card payments online) – defining and delivering on user experience strateg. Included 3D Secure payment gateway implementation – defining and delivering on user experience strategy. More at: www.brightdare.com/vf-re/
    • ‘Onenet’ – Unified Communications portal – defining requirements for user experience design and code architecture. More at: www.brightdare.com/vf-uc/
    • Directing user experience strategy for Prepay balance checker show customers usage and bundles visually online.
    • Directing and producing online video training which included green-screen production.
    • Analysing, defining and delivering requirements in the Vodafone Online Programme website redesign.
    • Redefining online porting journey to meet regulatory requirements.
    • Ask Online help and support knowledge base.

    Also involved in:

    • Mobile Internet proposition launch.
    • Mobile app for Vodafone self service via Android / iPhone.
    • Online communications for CRM SMS campaign sent out to < 10 million telephone numbers sent via SMS, bill inserts and IVR

    About Vodafone

    Vodafone is currently one of the world’s leading mobile communications providers, operating in 26 countries and in partnership with networks in over 55 more. Across the world, they have almost 444 million customers and around 19.5 million in the UK. Vodafone made the first ever mobile phone call on 1 January 1985.[/vc_column_text][/vc_column][/vc_row]