As design partners of Vi, India’s largest telecom service provider, we designed all the digital touch points ranging from an intuitive mobile application to emailers and a robust website, to cater to the needs of over 330 Million Indians.
Lollypop’s biggest challenge was to understand the uncertain & volatile telecom market and its unique complexities, simplifying user’s digital experience being a major one. A bad experience at any touch-point can cause customer attrition and thus loss of business.
Our task was to overhaul the entire digital branding while glorifying the merger of the two global brands. It was imperative to craft a seamless digital experience through a mobile app that would enable a seamless transition of users from the existing apps of the two brands.
Our team of UX Researchers conducted workshops with the clients to understand users’ pain points, expectations and motivations in order to arrive at the usability score of the individual apps.
We also conducted a thorough research on the user reviews on the market place. Most of the apps had outdated design language and the experience also needed to be relooked.
We started with identifying personas and creating user journeys. We defined intuitive workflows such as recharge, bills and balance checks for the users and pitched for various first of kind initiatives directed boost customer acquisition and engagement.
In the UI, we gave a completely new and fresh look to the app by updating the design system to match the new brand guidelines. We brought the boldness of Vodafone and the playfulness of Idea.
Every screen prompts us to take an action, thus leading to another screen and hence higher engagement. Elements including the icons and the artwork are in sync throughout and a right balance of colors red and yellow highlights the brand integration of both brands.
We designed a new seamless experience that accommodated
the traits of both the applications without any abrupt shift
in their usage patterns.