Welcome to O2
EXPERIENCE DESIGN
More than saying hello! Validating and sharing your choice.
Making O2 Welcome messages to new customers a powerful advocacy and retention tool.
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The beginning of the retention journey.
New customers start here their decision-making process to remain at O2 by the end of the contract.
A platform for advocacy.
Pleased new customers share and recommend their experiences. We designed a holistic ecosystem of interactions through the life-cycle of the brand to take advantage of the opportunity.
Creative Strategist, Experience Design, Art & Design direction
THE CHALLENGE - IN A NUTSHELL
A more Welcoming O2
Ensuring a smooth service and brand onboarding.
How to enhance the first-time customer's experience at O2 ensuring long-term retention and advocate?
THE AUDIENCES
Who are we designing this experience for? How can we typify the new O2 customers? Categorization matrix resulting in the definitions of "O2 personas"
THE SOLUTION
From sentiment to conviction
A pathway to meaningful personalization.
human centre design as a core of an experience that progresses aligned to the customer's practical and emotional needs, harvesting positive experiences to ensure brand loyalty and advocacy.
GRATIFICATION
FACILITATION
ADVOCATION
First impressions matters.
THE WAY WE SAY HELLO
The O2 welcome is personalised, useful and uplifting. Is delivered both, digitally and physically.
We are helpful.
A SMOOTH START
With O2 I had no issues transferring my number, my data or understanding my plan and bills.
Sharing joy.
SHARE AND WIN
Joining O2 has been seamless and gratifying. I want to share this experience with others.
Users Journeys
Dedicated user journeys based "O2 personas" detailed the nature, format, content, tone and media of each evolved step in the experience of the brand, and the client's new product and/or service.
Art Direction & Architecture of Information
