UX Design - Total Customer Experience - O2

Since 2003 Frontend have worked with O2 to ensure the delivery of a quality user experience across all areas of their business. From web and mobile services to delivery of self service through interactive voice response systems and online billing applications; adopting a flexible user centred design approach is a critical part of the O2 product development cycle.

Frontend provide O2 with a range of user centred design services including customer research, interaction & interface design (for web, mobile and interactive voice response applications), usability testing, accessibility testing, out of box experience evaluations and instructional material design.

Working on multiple projects with O2 allows us to develop a deep understanding of the mobile & telecoms market, emerging trends, along with changing customer values and behaviour. With a product as ubiquitous as the mobile phone, customers spanning across demographics and product/service delivered across multiple channels, customer interactions are complex. Sample projects for O2 include:

• Web Portal and - Online Shop
• Self service online billing applications for personal & business customer 
• Customer Care IVR (telephone) system
• Mobile applications (WAP, O2 Active and iMode)
• Handset testing
• Out of Box Experience Evaluation for O2 wireless router