Too many options created unnecessary complexity.
Users often struggled to quickly find the right tool or action.
Summary
Make everyday business account management easier.
I redesigned My Vodafone Business as part of a wider technical migration.
The portal lets business customers manage subscriptions, users and account details. The migration was an opportunity to align it more closely with their work.
Insights
Put common tasks and key information within reach.
Business users needed less complexity and a clearer overview.
Common management tasks felt harder than they needed to be.
Important actions were available, but the structure around them was unclear.
Customers wanted information at a glance.
Usage, subscription and account information needed to be easier to find without navigating through multiple areas.
Prototyping
Map the system. Simplify the journeys. Refine with users.
I mapped the main processes, systems and roles, then spoke with business users.
Their frustrations and needs guided decisions about what to simplify or reuse. This led to a clearer structure, updated journeys and new interface concepts.
Co-creation and usability testing helped me refine the main flows until they felt clear and familiar.
Testing
Validate common tasks in the new structure.
Business users tested the journeys and interface concepts throughout the design process.
What was tested
Finding everyday tasks and completing important management flows.
What testing checked
Whether users understood the structure and could move through tasks without confusion.
What changed
Feedback shaped the navigation, content and main interactions.
Results
From a complex portal to structured self-service.
The redesigned portal makes common business tasks and account information easier to find and understand.
Business self-service
A clearer management experience
Subscriptions, users and account information brought together.
~20%
Faster task completion
Improvement for common account-management tasks.
~15%
More self-service
Increase in tasks completed without contacting support.
~20%
Fewer support interactions
Reduction in account and subscription questions.
The new structure better reflects how customers actually manage their Vodafone services and provides a more maintainable foundation for future development.
Project evidence
Complex → structured
Organised around customer tasks
A large business portal with a clearer structure.
Legacy → modern
A new technical foundation
UX redesign aligned with the technical migration.
