giffgaff

High-user volume and ROI projects including eCommerce, iOS, Android, and Windows apps

Timeline:
In house client side

Role:
User experience designer
User interface designer
User research

Tools:
Axure RP, Adobe Suite, Google products

Delivery:
giffgaff mobile acquisition
giffgaff mobile retention 
iOS & Android apps

Problem statement

When the roaming abroad rules for telecoms in the EU changed, every single MNO was challenged with making the latest changes in rules and regulations accessible and informative to the millions of users so that they knew exactly what these changes meant for them and how the pricing structure had changed.
Pricing models varied on where the user was traveling to and this opened up opportunities to rival ‘cheaper’ international tiers favoured by students and international professionals

Proposal

2 week sprint to deliver both the new user flows, wireframes and user interface designs. For ways of working experimentation, the team also engaged in a Google design venture methodology. We set the standard of this modified methodology for the others teams.

Google design ventures sprint
giffgaff international calling mobile wireframes
giffgaff Roaming tablet wireframes

Wireframes and user interface delivery

I facilitated UX workshops with stakeholders, mapped paths, and drew quick key screens to challenge the brief and methodically deduct as much user pain points as possible. Mapped out user journeys and created sketches working alongside a content writer to narrate the best journeys.

giffgaff successfully launched the new Roaming abroad web pages in 1 sprint and avoided any potential regulatory fines! 🚀

PayPal activation project

Design a new solution that provides the option to pay for ‘goodybags’ with PayPal. 
The challenge was to optimise the activation funnel and find methods to incorporate new payment vehicles that made sense to the user and integrated with the build. The goal was to portray ‘card’ as the most preferred way for users to activate their accounts to enable smoother and joined-up future funnels.

Proposal

I sketched scenarios and presented paper prototypes early, gathering internal feedback from putting designs on open wall space and utilising the company comms platform with a voting tool.
My team collaborated with Paypal to keep within strict financial guidelines.

Wireframes and UI delivery

I sketched scenarios and presented paper prototypes early, gathering internal feedback from putting designs on open wall space and utilising the company comms platform with a voting tool.

I wireframed many potential solutions and presented at all levels for strategy and dev teams input, scope changed throughout this project and the key was sharing early and often and being able to constantly flex to the incoming changes and reusing my existing components in Axure.
User research was conducted with high fidelity mobile wireframes and we finalised a solution for the next sprint.