The leak
A dense screen, and one more thing to put on it.
Vodafone launched device insurance for phones bought elsewhere. It had to reach customers through an agent platform that was already information-dense across six separate customer journeys.
Agents work against the clock, and the platform carried a hard performance target: average response time under 50 seconds. Any control added permanently to the screen would cost time on all six journeys, not only the one that needed it.
The diagnosis
Not motivation. Ability.
A cross-functional workshop mapped the existing journeys, and interviews with three frontline agents confirmed the cognitive load was real rather than assumed.
Agents were willing to sell the product. What they lacked was a fast way to tell whether an externally bought device was even eligible — and every second spent working that out came out of the same 50-second budget.
The change
One button, and only when it applies.
A single eligibility check became the entry point across all six journeys — conditionally visible, appearing only at the moments it was relevant and staying out of the way everywhere else.
Behind it, an overlay showed only eligible devices and only the options that applied to the customer in front of the agent. One pattern, learned once, working the same way in six places.
The result
Measured after launch, not estimated before it.
- 10%conversion uplift on the insurance product after launch
- <50saverage agent response time held, the target that framed the work
- 100,000+agents on the platform, with no workflow disruption
- 6customer journeys carrying one consistent pattern