HOW CAN VODAFONE IMPROVE ITS CUSTOMER EXPERIENCE THROUGH THE USE OF SOUND AND VOICE?
How does Vodafone ensure consistency along the customer journey and within their IVR system?
amp was chosen by the Design Studio of Vodafone Italia to investigate these topics.
How TO ensure consistency along the customer journey
AND within the IVR system?
The research we conducted was insightful - in particular, our investigation on how sound could reduce surfing time and affect customer moods. We collected precious information on the connection between the brand and the functionality of UX/UI.
BRAND ANALYSIS AND SOUND WORKSHOP
amp analyzed the Vodafone Italia Sound Identity and presented the findings in a joint workshop.
The workshop at Vodafone HQ focused on:
A detailed explanation of Functional Sounds and Brand Voice topics.
Definition for Vodafone's DO’s and DONT’s. These will serve as the Creative Briefing for all sound elements generated in future phases.
Strategic Briefing to ensure consistency along customer journey.
SMART VOICE SERVICES
amp is bound to a confidentiality agreement for this project. We are unable to share more detail on the Smart Voice topics for Vodafone. For more information, please reach out to us directly.
ABOUT VODAFONE ITALIA:
Vodafone Italia S.p.A. is a telecommunications company operating in Italy, part of the British Vodafone group. It is made up of Vodafone Group PLC (100% shareholder), being the third mobile telephone operator in Italy (about 29 Million of customers) and the fourth of fixed telephony (about 3 Million of customers).
Today Vodafone Italia has about 6700 employees, 8 Competence Centers and over 7,000 sales points throughout the country.