Vodafone One Portal / Self Care Program
During this program I handled two cross-functional teams [as per Spotify the model] with the target being to build from scratch the self-care area of the Vodafone Consumer and Business audience, along with decommissioning existing digital implementations and legacy technologies.
The program had a projection of 3 years, as it included re-platforming, redesigning and reimplementation of 4 digital channels, replacing all infrastructure and middleware integrations, and also accommodating Corporate customers who were having a very poor experience up to then.
Given these factors, the challenge with this endeavour was to build a solid Product vision, produce realistic roadmaps for the whole transformation and get sponsorship from the business owners [Consumer and Business Unit directors].
In order to succeed in this, I performed extensive sessions directly with business customers, ran numerous consumer-facing surveys, produced several early MVPs in order to collect valuable feedback, introduced consumer data collection tools & practises in our channels[heatmaps, event capturing], segmented audiences and functionalities, always evaluating and reflecting on the outcome in order to be able to have agility and adaptability to emerging requests.
At the end of my role as Product owner, we had decommissioned all the digital assets, replaced all legacy products and infrastructure, and gave our Corporate Clients a functional and modern self-care platform.
For the latter one, I acquired sponsorship in terms of budget and people from the Business unit director, as drastic changes were needed at the technology stack [ Async Integrations, Push instead of Pull] due to the size of the data of these customers.
This was pioneering work for Vodafone Group, which received global acknowledgement and it was adopted by all countries in the Group, being based exclusively on reusable implementations and components.
The benefit for our end client was a reduced Login time from ~2 minutes to ~3 seconds.