Towards the Website of the Future
3Vision, A Digital Trasformation
Three Vision
Full Omnichannel Platform
// Desktop
// Hybrid App ( iOS-Android)
// Retail Tablet
Visit Three Store
Download My3 App
After acquiring ´O2 Telefonica´ in 2014 Three embarked in an ambitious project to unify both Telco providers into a single consistent brand. That involved merging two streams of customers (with different tariffs, plans and duplicate systems in place), the consolidation and modernization of its IT infrastructures, the operational management for over 50 third-party partners, and the digitization of Three Ireland’s customer experience, supporting its consumer and enterprise customer base.
Our task at the Studio, as part of the full Digital Transformation for the company, was delivering a full Omnichannel Platform for a Customer interconnected experience.
Roles and Responsabilities
Digital Design Lead – UX/UI, Visual Design, Interaction
Client
Three Ireland
THE CHALLENGE
An Omnichannel Experience
At the beginning of 2017 everything was set in place for the project to start. I was hired as the Digital Design Lead in order to direct the team working on their vision.
The integrated system would interconnect a responsive Online Shop ( desktop responsive), a mobile application ( My3, for customer account management ) and a retail tablet platform ( store sales management), while taking into account other CRM Channels ( telephone, live chat, mail marketing).
I took care of leading the creative side of this project (UX/UI/Visual Design and Interaction) while managing the day to day activity for the brand ( Three), sub-brand ( 48Months) and products and services( 3Money, 3Plus, Sponsorship…)
THE PROCESS
Embracing Design Thinking
Both Desing Thinking and UCD ( User Centered Design) are at the core of all our work on the Studio, and that gets reflected in our process.
Due to the complexity of the project, the amount of Stakeholders and systems involved, as well as the dependencies on other parts of the business we had to adapt and iterate our ways of working thoughout the full activity.
Because of the differences between channels requirements we would for instance work on certain specific parts of the Retail journeys ( billing systems, case management, …) for a few months, and then come back to the Desktop version to tackle some other Self Service flow.