Once of the greatest challenges for Telefónica globally is becoming an online telco, a fully digital company focused on offering its clients all types of personalized services.  For this, Movistar Uruguay set out to understand its users’ experience and redesign it utilizing the User Journey tool.

In this context CPA Innovation, as specialist in innovation and Design Thinking, worked together with Movistar from the methodology and market understanding standpoint on redesign of the user experience in accessing and visualizing information provided by the company.  The project consisted of client experience research and analysis using the User Journey tool to detect the chief pain points and, based on that, to design alternatives to improve the experience.