PLAY
The service’s monthly performance reached 1.35 million users and 3.6 million page views (April 2019 data).
Being a leader in the digital channel has become a strategic goal for Play, the leading telecommunications operator in Poland.
OUR ROLE
What was the background of the project?
Not so long ago, digital outreach channels were quite marginalized in the case of the telecommunications market. Nowadays, in these channels, customers already expect the maximum comprehensive user experience and premium service.
The telecommunications market in Poland is heavily saturated (more than 92% of Poles have cell phone service), so a proper user experience in digital is one of the key factors in terms of customer acquisition and retention.
What was the challenge?
We had to create e-commerce and self-care channels that would influence customer behavior on digital and encourage them to interact with the brand.
What did we deliver?
Tailor-made e-commerce
We have created an e-commerce solution based on personalization – phone recommendations based on previous user behavior.
Synchronization of all channels
Provide users with a fully convenient, seamless and consistent user experience, regardless of the channel they are on (mobile vs desktop).
Design and development
Concept, UI/UX, GUI, front-end and implementation.
9 months
For the project as a whole, together with the road
Let’s talk about the effects
All channels speak the same language
We provided customers with consistency across channels. A brand should speak a single language, whether it is in a mobile or desktop environment. Therefore, we designed a flexible system that provides the same level of service on different devices.
Present what you have, then ask questions
Zaprezentuj co masz, później zadawaj pytania We changed that and let the customer know the offer first. We also set the standard in the industry by depleting the clunky navigation (other Polish operators followed suit).
Family plan – full offer available online
Family plans are the most extensive and comprehensive offerings in the telecommunications industry. They are also the future of the market (these are some of the most popular offerings). We designed the first – fully online – shopping process for the family and made it as smooth and intuitive as possible. In the end, buying, whether an individual or family offer, is just as easy!
