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:


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.  



Vodafone Espana chart 1.jpg



Completed Registrations

Vodafone Espana chart 2.jpg



Member Time

Vodafone Espana chart 3.jpg




Vodafone Espana chart 4.jpg