CContract Renewal was designed and implemented in order to make the My Vodafone app an engaging first point of access that provides users with an effective self-service option to renew their contract, deflecting calls from the Call Centers. Our design process was the following:
- we tested a range of scenarios to identify usability issues with flows, navigation and page elements
- we examined how well users understand the language and terminology used within the journey
- we assess how intuitive the flow is
