Transforming Defined Journeys into Memorable Experiences
About the project
We were approached with a clear challenge. The customer had already defined a set of user journeys for prepaid broadband, covering both acquisition and self care. While the functional flows were in place, the overall experience lacked the emotional pull and visual identity needed to resonate with users or stand out in a competitive marketplace.
Our role was to take these journeys and elevate them. By applying strong art direction and carefully considered visual design, we transformed the experience into something not only usable but compelling.
The project was less about redefining what the journeys did and more about reimagining how they felt. By layering creativity on top of the existing foundation, we crafted a solution that gave the product distinction, created marketing strength, and brought the journeys to life in a way that could attract and retain customers.
Key Takeaway
This project is proof that design is not just decoration. It is a powerful tool to create differentiation, add market value, and elevate everyday interactions into something customers genuinely connect with.
Project Goals
The main goal was to move from a purely functional set of user journeys to a solution that could be differentiated in the market. Broadband and telecom experiences often look and feel very similar, and our task was to help break that pattern.
We wanted to show that even within pre defined structures, design has the power to elevate the product.
To achieve this, we focused on three key objectives. First, we enhanced the user interface with a modern design system that made the flows intuitive and pleasant to use. Second, we developed a strong art direction that created visual consistency across the journeys, reinforcing the sense of a branded experience. Finally, we shaped the journeys in a way that supported the broader marketing strategy, turning what were once basic flows into something the customer could proudly position as a product in its own right.
“The work done on revamping our CX basekit solution was nothing short of transformative. By blending best-in-class customer experience principles with creative design, the team not only elevated our product but also made it more marketable to customers.”
Head of Customer Experience