MUSE Gold

2024

Vivo

Entrant Company

Work & Co

Category

Mobile App - Mobile App / Other___

Client's Name

Vivo

Country / Region

Brazil

In collaboration with Work & Co, leading Brazilian telecom Vivo has fully revamped its mobile platform - the main point of contact with customers and one of the most used in the country, with over 84 million monthly accesses. With a more modern interface and simplified user journeys, it’s now possible to easily find Vivo’s services and products offered in a single hub.

Said Carla Beltrão, executive director of Customer Experience at Vivo: "Over the years, Vivo’s mobile experience has evolved from a purely customer service app to a relationship app. Work & Co helped us with this complex challenge to further enhance Vivo’s presence in people’s lives, offering an integrated and personalized experience that goes far beyond self-service. This evolution of the app reflects Vivo’s positioning as much more than a telecom company.”

Underpinning our strategy to revamp Vivo’s new mobile customer hub was the need to offer a winning digital experience at true scale.
Over 84 million interactions monthly.
Each subscriber accesses the application, on average, 4 times a month.
Approximately 2.7 million new downloads per month.
86% of customer contacts with Vivo are made through the app.
A main focus was guaranteeing simplified navigation and management for all Vivo customers, and increasing customization possibilities in order to deliver more autonomy to users.

Features include:

Personalization: The new app experience communicates with context, always bringing users the perfect message given their needs.
Vivo Pay: Evolved from purely transactional to an integrated financial services space - wallet, insurance and credit.
Subscriptions: New designs enhance visibility and transparency on plans and usage rates and make subscription activations and upgrades easy.
Benefits Center: The new interface brings tangible benefits and personalized rewards to the surface, strengthening the relationship between users and Vivo's brand.
Store: A dedicated section that distinguishes products and services, and offers an intuitive interface to help users explore a robust marketplace to acquire the items they need.

Credits

Director of Customer Experience, Vivo
Carla Beltrão
Head of Design, Vivo
Denilson Silva
Head of Product, Vivo
Murilo Martins
Design Manager, Vivo
Guilherme Braga
Design Manager, Vivo
Rodrigo Pires
Design Manager, Vivo
Jessica Campos
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