3Vision
An omnichannel experience
What is 3Vision
After Three Ireland merged with O2 Ireland in 2015, we had 2 customer bases on very different systems. We had two separate shops, separate apps and separate systems for our customers billing and services. Our retail and care channels also had multiple systems and differing flows to deal with.
3Vision was a two year long project that launched in 2018 to consolidate all of the systems, customer bases and flows.
On top of this 3 Vision introduced a new shop and self care system. This was a massive undertaking on behalf of the business and I learned a lot as part of the project.
3Vision was a two year long project that launched in 2018 to consolidate all of the systems, customer bases and flows.
On top of this 3 Vision introduced a new shop and self care system. This was a massive undertaking on behalf of the business and I learned a lot as part of the project.
Research:
Through various research methodologies including in-store research sessions, stakeholder workshops, persona creations, User flow maps and countless wider team sessions we created the foundations for the designs and the product across retail, self serve (web) and app touchpoints.
Development:
Through 5 Product increments we created new self serve and retail assisted journeys for both new and existing customers. This included a new My3App, a Retail RIM application and new Self Serve portal.
My3 App:
The largest proposed design changes for the My3 app included the all new dashboard which allows users to pay their bills, check credit balances, manage their services and see their usage all at the press of a button.
We came up with biometric sign in screens and passcodes as we found from the research phase that people had trouble remembering their login details.
We came up with biometric sign in screens and passcodes as we found from the research phase that people had trouble remembering their login details.
Unassisted Journeys/Responsive web:
Web was the most challenging to design for.With the app, you limit the functionality to a few key journeys to enhance the overall user experience and ease of use. In retail assisted journeys you have shop assistants guiding you through the process and taking you on the journey with them.For Self serve flows, you rely heavily on customer feedback, iterative QA testing and feedback loops.
Retail Assisted Journeys:
We designed and developed a series of journeys specifically for Retail RIM tablets. These journeys were to help staff in store guide users through their journeys in a visual way, whilst also providing staff with relevant information to the latest offers and training available.
Learnings:
This project has been one of the largest projects I’ve ever had the opportunity of working on. Spanning 2 full years it’s challenged me in multiple ways and given me the opportunity to grow as a designer.I got the opportunity to take part in stakeholder workshops, persona creation, UX reviews, UI / UX testing, collaborated with UX specialists, worked on journey mapping and in-store research right up to high fidelity screen designs and delivery.
