Spark
Connecting New Zealand
A digital mindset for the country’s largest telecom.
Insight
As the nation’s largest telecommunications and digital services company, Spark has a powerful purpose: to keep New Zealand connected using technology that makes a significant impact on the country’s social and economic wellbeing.
To ensure the best possible experience for its millions of existing and prospective customers, Spark has unveiled new updates across all touchpoints, which include a new digital-first foundation and design direction most notably on the Spark app.
Idea
A strategic roadmap implements New Zealand’s first Customer Intimacy Machine — an initiative designed to predict, provide and pursue digital solutions beyond the remit of a traditional telco.
The brand-new Spark app is completely rebuilt from the ground up to put everything customers need at their fingertips, from viewing data usage and paying bills to checking in on family plans. And when things don’t go to plan, the customer service chat will answer any questions within the app.
Spark’s identity is now digital first, evolving an existing colour palette and typography scale to exceed accessibility standards, while a clear interface and rewarding motion design deliver a delightful experience.
I never write reviews but I was so happy when I opened the new app. It’s visually appealing, easy to navigate. A huge step in the right direction.
Impact
A connected design system, a vision for the future as well as ultra-high-fidelity prototypes combine to establish Spark to be truly connected.
The app has seen positive reviews double in ratings to now offer an elite and enriching telecom experience for New Zealand.
We shouldn’t have been surprised that a project to revolutionise our customer experience was such an amazing agency customer experience.
