Digital Touchpoints

Swisscom — Digital Strategy

To boost sales and bring clarity to the customer experience, frog crafted a web platform that showcases the Swisscom brand online and unifies their digital touchpoints.

For nearly 85 percent of the Swiss population, Swisscom service is a part of daily life. The telecommunications provider came to frog to shape an online experience that matches the level of quality people expect from the brand.

Frog evaluated Swisscom's existing customer portal and e-commerce platform, conducting heuristic evaluations to optimize key journeys and patterns. An experience audit revealed the need for more consistency across platforms, sections, and content types. Through the iterative prototyping of new interaction models, the frog team was able to quickly test and improve navigation and flow.

A long-term strategic direction was presented over a series of workshops to drive stakeholder alignment and to establish a more consistent design vision.  To ensure the new experience is both scalable and extensible, frog created a design language system and toolkit that includes guidelines for iconography, tone of voice, photography and digital styles.

The toolkit, research, and product frameworks ensure that Swisscom can maintain a digital presence that is inline with both the legacy of its brand and the evolving expectations of their customers.

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