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Contract :: customer experience consultant :: 2006

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In 2006, working as a contractor for Seren Partners I was the principal investigator on a user reserarch project for Vodafone. The goals of the project centred around gaining some insight into the online behaviour of business customers, and using that understanding to construct a prioritised, filterable use case catalogue to help guide future churn of design and content for the Vodafone web offering.

The research project used a mix of qualitative and quantitative research, user interviews, questionnaires and desk research to gather data from both Vodafone stakeholders and customers in the UK, Germany, France and Italy across their customer segmentation.

The client was delighted with the final report, which combined a comprehensive use case catalogue and detailed analysis of the current web strategy across local and global domains, with a considered synthesis of solutions cutting across user experience, web strategy and organsiational change.

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