O2 wants to make devices and connectivity easy to obtain, and empower you with services and experiences that you need, want, and will love.

Although this drive started five years ago, my role when I joined was to supercharge our efforts and increase efficiency and creativity hand in hand. I had to get O2 and VCCP to embrace the ever-changing cultural and technology influences on customer needs, habits and expectations; and to use that insight to create and enhance the O2.co.uk ecosystem from the shop to the customer service portal; increasing adoption, engagement and satisfaction and in turn loyalty and revenue.

We put customers at the heart of all that we designed, iterated and delivered. 

We designed an emotive, relevant & seamless engagement for new and existing users. With data-driven content and inclusive interfaces, we iterated platforms to provide tailored custom plans, AI-driven help, simplified purchase journeys, and holistic account self-servicing; delivering improved customer service and purchase experiences.

O2 now has the biggest customer base of all the UK networks and the highest NPS in the category.

O2.co.uk UX redesign

Results

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