Project Showcase - Vox Customer Zone Redesign & development

In 2024 we embarked on a deep-dive analysis of the Vox Customer Zone. The Customer Zone is a members' portal for Vox account holders, where thousands of users manage their Vox services, track data usage, top up and purchase add-ons, manage users and billing and stay up to date with important notices and specials. The portal is a cornerstone of Vox’s customer service and a valuable self-service tool. As such, it needs to meet (if not exceed) its users' expectations.

Our process kicked off with an in-depth research phase, focusing on quantitative user data as well as qualitative stakeholder insights. As part of this phase, we conducted interviews with theSupport team who field calls relating to tasks that can be completed in the Customer Zone. We also held workshops with key business stakeholders and tracked user behaviour using remote unmoderated testing tools. Finally, our UX designers independently evaluated the Customer Zone, measuring the site against core facets of website usability best practices.

We discovered that the UI was dated and in need of a refresh. We also uncovered gaps in the user experience, which presented ample opportunities for improvement. We deduced that some of the most significant improvements could come from the simplest of updates, and that the addition of some new features could provide longevity without the need for frequent front-end updates - and likely minimize the amount of calls to the Support Centre.

Next we moved on to the Design phase, where we integrated our findings from the research phase into high fidelity wireframes and screen designs. Considering that the majority of users log in using their mobile devices, we took a mobile-first approach to these designs. We worked closely with the Vox online team, iterating and fine-tuning to ensure that the final screens were fit for purpose and achieved the intended outcomes.

During the final Development phase, our development team implemented the changes laid out in the final approved screen designs. We worked in collaboration with another 3rd party service provider, who manages the back-end development of the Customer Zone system. The two development teams worked in step with one another, communicating constantly to ensure that all functionality worked as intended and that the approved designs were properly executed.

Our project management team oversaw the build, making sure that the project timelines were adhered to and that the project scope was kept under control. We then ran a thorough QA process, testing these updates in multiple different browsers and on different devices. With the various teams all working remotely in different parts of the country, issues were logged and tracked in an open forum to avoid duplication of effort and streamline this vital final step. Once all checks had been completed, a go-live date was scheduled for the end of November and the updates to the Customer Zone were deployed without a hitch.

This was a full-service end-to-end project that drew on the collective expertise of our full team, comprising UX research, UX analysis, UI design, UX design, project management, development and QA. We are proud to have executed a smooth, on-time delivery of an updated system that will hopefully provide its users with an equally smooth experience whilst they go about completing their tasks.