Designing Pulse Connect: Scalable UX for the UK’s Most Dynamic Business Segment
Services: Contextual Research, Information Architecture, Regulatory UX Alignment
Launched a flagship SME platform experience — combining scalable UX, joined-up journeys, and cross-channel support to serve the UK’s largest and most entrepreneurial workforce.
Highlights
✔️ Designed digital journeys tailored to SMEs’ evolving needs
✔️ Balanced product launch with content, service, and support alignment
✔️ Defined an experience strategy for a previously underserved market
✔️ Embedded UX into cross-functional delivery across V-Hub and Pulse Connect
Problem Statement
Despite accounting for 60% of UK private sector employment, small and medium-sized businesses (SMEs) were chronically underserved by tier-1 telecoms. Vodafone had strong offers for large enterprise and consumer segments—but lacked a coherent digital experience for SMEs with 10–150 employees. These customers needed more than product bundles: they needed clarity, guidance, and scalable support to match their evolving needs.
Solution
Working across Vodafone’s Pulse Connect proposition, Business Portal, and V-Hub platform, I led a joined-up UX and service design strategy that positioned SMEs as a first-class audience. We created modular, mobile-first journeys to reflect SME needs across configuration, onboarding, and support—rather than retrofitting enterprise logic. From shaping product narratives and eligibility flows to designing post-sale support and education journeys, we aligned product, content, and service operations to deliver a scalable, user-centred experience that supported sales, fulfilment, and long-term engagement.
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Situation
Vodafone’s Business Portal was designed to provide enterprise customers with self-service tools across billing, provisioning, support, and account management……