Koodo Mobile's online experience brings first rate service into the hands of customers.
User Research, Service Design, Usability Testing
Koodo Mobile's online experience brings first rate service into the hands of customers.
Koodo was recognised as the best cellphone service provider in Canada for customer service by J.D. Power & Associates. As a company whose customers are largely digital natives, Koodo had to stay relevant to solidify its position as Canada's mobile phone leader.
Through extensive interviews, Akendi found that Koodo's tech-savvy customers wanted full access to services online. To make it effortless for users to customise their plans, Akendi worked closely with customer service representatives to understand what options and product information needed to be available on the site. A sophisticated information architecture and interaction design were created to give customers access to the multitude of options offered by Koodo and to make the site fully responsive.
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