FIDO MOBILE EXPERIENCE

Client: Rogers

Category: Telecommunications

Scope: Mobile Experience Design

Project Background: In Canada, the telecommunications industry is dominated by a small number of powerful companies. Historically, these companies have imposed high prices for their service plans, leading to customers feeling exploited and developing a strong sense of mistrust towards the industry. Rogers recognizes the need for improved customer relations and aims to establish a stronger connection with its customers, however, they are encountering difficulties in achieving this goal.

BUSINESS GOAL: Exceed customer expectations by providing seamless experiences across products and platforms. By continuously enhancing these experiences, Rogers aimed to generate substantial business value with its flanker brand Fido, while delighting customers.

Fido
DESIRED OUTCOMES

Shape Rogers Digital channel strategy beyond just their web and app ecosystem.

Springboard the brand to mobilize its Digital team and broader Rogers organization to think customer first, and to truly reevaluate its broader ways of working and org culture.

Define north star customer experiences and build strategic blueprint and roadmap for enhancements.

Lay foundational requirements that scale across other programs.

MY ROLE

As part of both the Unified Experiences and Mobile App Stream, I partnered with key stakeholders to pinpoint potential areas of growth, and transform customer pain-points into valuable product features.

Helped define north star customer experiences

As one of two principal designers on the project, I undertook the task of converting product concepts into tangible, high-fidelity interfaces and prototypes.

GUIDING PRINCIPLES

RESEARCH
Research and data-driven decision making to drive the best long-term outcomes

CUSTOMER FIRST
Customer-centric, product and network agnostic experiences

COMMUNICATION
Communication and collaboration across streams

SCALABILITY
Create a set of foundational elements for Rogers to evolve and iterate

fido high fidelity mockups

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