Vodafone Retail Stores / Agents Digital Program

A cross-country product, initiated by Vodafone Greece and joined by Vodafone Portugal and Turkey in a co-creation mode, running under the principles of SAFE.

 

The product was a new channel that would replace all the separate tools-interfaces and static work positions present in stores and join them into one cloud-based implementation, where the in-store agent would be able to manage the customer interaction in a faster, holistic and mobile manner.

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We did that by building common APIs and interfaces as one team across countries working on the same code base, performing monthly PI planning.

 

The two main challenges faced were the synchronization between teams and the business owner’s expectations management.

We tackled both by providing detailed visualization of the information (Product state, Epics & Themes, Current WIP, Blocking Issues) using Miro along with Jira, in order to have complete transparency at all levels and between teams and stakeholders.

 

These made decision-making easier and with a clear target. Lesser challenges were the adaptation of the solutions across the different markets as there were many localized solutions which were either replaced by new reusable ones or accepted as technical dept.