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Carphone Warehouse

Carphone Warehouse were launching a new set of customer behaviours, supported by an app, to all of their 8,000 frontline colleagues across 1200 stores in the UK.

I led a team of four to launch the new behaviours to all store colleagues, tying it all together with an Everyday Heroes theme.

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Over the course of five months we completed audience interviews, branding and design sprints, to create a tailored culture launch that would stick in the business

Over the course of five months we completed audience interviews, branding and design sprints, to create a tailored culture launch that would stick in the business

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We tested our ideas with real employees every step of the way, and we saw 100% engagement and commitment from all stores and colleagues

We tested our ideas with real employees every step of the way, and we saw 100% engagement and commitment from all stores and colleagues

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Our campaign received fantastic feedback from colleagues all the way up to directors, and a successful launch helped Carphone Warehouse increase their NPS by 8 points

Our campaign received fantastic feedback from colleagues all the way up to directors, and a successful launch helped Carphone Warehouse increase their NPS by 8 points

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