Lithys 2016: Vodafone Spain - Community Design of the Year

Lithys 2016: Vodafone Spain - Community Design of the Year

ybgfv.pngCompany: Vodafone Spain    

Contact: Alejandro Moreno ( Community Manager)

Community:   Foro Vodafone 

Lithy category: Community Design of the Year

 

Vodafone Spain is part of Vodafone Group, one of the world’s largest telecommunications companies and provides a range of services including voice, messaging, data and fixed communications. Vodafone has mobile operations in 26 countries, partners with mobile networks in 57 more, and fixed broadband operations in 17 markets. As of 31 December 2015, Vodafone had 461 million mobile customers and 13 million fixed broadband customers.

 

Vodafone Spain has 14.255.000 mobile customers and 2.960.000 fixed broadband customers. All of them get benefit of the experience and capacity of a world leader that helps its customers to be better connected. For more info: please visit: www.vodafone.es

 

Our community goals

 

We wanted to increase visits to the community, the number of users. To achive them, we redesigned our community homepage and added a new version accessible via Smartphone and tablets. We have also boosted our Vodafone Heroes User Programme and enhanced content created in the Community. 

 

The design elements that make our community unique

 

We have created a very visual and usable community where you can browse all categories at a glance to directly choose where to post. Also we have included direct links to the most important sections Vodafone’s website like mobile coverage and Management tips for our Vodafone Private Area from web and App.

 

Community design:

 

Vodafone Espana community screenshot.jpg

 

Mobile design:

 

Vodafone Espana mobile.jpg

 

How we executed our community design

 

We used Clicks heatmaps to detect the hotspots and help us to do a better design tracking most popular links and sessions. We wanted to make it more useful and organized through a very simply and insightful menu of categories and attractive banners.

 

Our metrics

 

  Our achievements during 2015 were:  

  • Nealy 15K new registered users.
  • Over 386 content posts generated by Community Manager to engage users.
  • Almost 4.8 million visits during 2015 and over 100K total posts within the Community.
  • 15% increase on NPS and over 90% resolution rate on our Employees contacts.  

 

Visits

Vodafone Espana chart 1.jpg

 

 

Completed Registrations

Vodafone Espana chart 2.jpg

 

 

Member Time

Vodafone Espana chart 3.jpg

 

 

CHI

Vodafone Espana chart 4.jpg