Vodex Knowledge Management Platform.
An internal experience giving Vodafone employees information in seconds.
We completely redesigned the knowledge platform used by Vodafone’s call-centre and operations teams, with new information architecture, focused search and task-led interfaces.
Project.
Vodex gave Vodafone employees central access to tariffs, packages, campaigns, digital services and technical announcements. For call-centre teams, fast access to correct information directly affects call length and service quality, not simply convenience.
Years of growing content and layered structure called for more than a visual update. We treated the work as a comprehensive restructuring of the product and how it is used.
We completed this broad transformation across content types, scenarios and components on an efficient schedule relative to its scale, maintaining coherence between architecture, usability and the design system.
Turning complex information into a task-led system.
Employees move between customer groups, products, campaigns, technical processes and announcements. We first reclassified this content around their actual working patterns.
Layered navigation connects consumer and business mobile and fixed services with tariffs, extras, international use, campaigns, digital services, post-subscription tasks and technical processes. It preserves breadth while reducing the steps to information.
Rethinking the search experience.
Search sits at the centre. Results are grouped by campaigns, tariffs and other formats, with date, category and custom-range filters. Popular searches, related content and favourites provide different routes to relevant information.
Search interfaces reflect desktop and mobile conditions, using layered disclosure and quick filters to retain focus within dense data.
A home screen showing the state of operations.
The home screen is a working space rather than a list of links. Modular cards prioritise technical announcements, critical issues, current pages, frequent links, favourites and internal notifications.
Planned work, issue, information and resolved labels make announcement status clear. Banners and modals for critical updates aim to keep employees informed without losing their daily workflow.
Readability in dense content.
Tariffs, campaigns, comparisons, technical updates, standard responses, documents and useful links share a component language. Filters, tabs, labels, status colours and related-content areas make information-heavy screens easier to scan.
Detail pages establish clear priorities between core information, explanations, files and related content. Users can reach the relevant section without reading everything from beginning to end.
A coherent experience from desktop to mobile.
The system covers call-centre work and access on the move. Layered navigation, search results and filters are reorganised for mobile, preserving scope while prioritising small-screen usability.
Collaboration.
We worked with RGLABS. Pars Design handled product experience, architecture, flows and desktop and mobile interfaces; RGLABS provided technical development.
Outcome.
Vodex turns a knowledge structure that grew complex over years into a clear product suited to daily operations. Its value lies not in making a vast library look artificially simple, but in making it manageable through hierarchy, search and task-led flows.
Prioritising product decisions early made an efficient delivery schedule possible despite the project’s scale.
