In May 2024, Celfocus was challenged by Vodafone Portugal to do a PoC of a Fixed Sales process using the newest version of Celfocus UFE framework, that attendants should be able to fill out the journey end-to-end in “5 minutes”.

In Jan 2025, the PoC turned into a “phase 0” of what became one of the most ambitious transformation programmes to date in Vodafone Portugal: OneX, a multi-year initiative designed to radically streamline its technology ecosystem, harmonize customer journeys and create a unified experience across all channels.

More than an IT uplift, OneX represents a strategic shift: a move towards a leaner, cloud-native and future-ready architecture that places customer experience and operational simplification at its core.

Working closely with Vodafone structures from Business, Marketing and all the IT areas (Core, Digital, PM, etc.), Celfocus is accountable for the E2E delivery leading all the streams.

Any journey delivery goes through the full process of:

Requirement Definition: Vodafone Business team gathers all the requirements from all the internal areas into a single list, ensuring that no incompatible requirements are included.

Funcional Analysis: Celfocus analysis team does the analysis of business requirements specifying all the functional requirements (using Confluence and Celfocus Facilitation Maps) and the UX (using Figma)

E2E Solution Design: Aligned with Vodafone Enterprise Architectural team and using Vodafone standards and guidelines for uFE, VFAs and TMFs, Celfocus designs the E2E solution identifying which components shall be used and the boundaries of responsibilities each will have in the flow.

Technical Analysis: For each component used in the flow, design the APIs (spec and behavior) in a low-level detail, being the source of documentation for developers, testers, and the final documentation for Vodafone.

Development: Developing according to the technical analysis, there are two main standards/principles that must be followed: security and performance by design! The main struggle in OneX first phase was the performance due to design but also due to development issues.

Tests: Unfortunately, Vodafone did not want to use Celfocus Pluma framework and instead used an internal tool that was decompiled in the meanwhile. Since than no automation is being delivered.

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Although OneX is still evolving, early results demonstrate clear, measurable impact across customer experience, operations, and business agility at Vodafone Portugal. The platform currently supports between 500,000 and 1,000,000 customers and accounts, operating at national scale across channels.

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1. A transformed customer experience OneX has radically simplified customer journeys with the number of steps required to complete a commercial process dropped to just 4 or 5, while end-to-end journey times have been reduced by up to 90%.

Example: Mobile-to-mobile processes that previously took around 17 minutes are now completed in approximately 3 minutes. Fixed subscription journeys have been shortened from over 30 minutes to roughly 5 minutes.

2. Operational efficiency and quality improvements Fully integrated, end-to-end digital processes have significantly reduced manual intervention and rework. Operational errors have fallen dramatically, contributing to more reliable execution and lower operational friction.

3. Accelerated time-to-market and platform reuse OneX follows Vodafone’s architectural principles, reducing technical debt while strengthening resilience, scalability and time-to-market. The platform now includes a growing catalogue of shared assets, with around 80% reusable micro-frontends, over 70% reusable Vodafone APIs and 60–80% reuse of functional services based on TM Forum APIs.

Together, these results confirm that OneX is already delivering tangible value: a simpler and faster customer experience, more effective operations, and a sustainable, future-

ready technology foundation capable of supporting Vodafone Portugal’s evolving business needs — and scaling beyond them.

Due to the architectural and design principles used in the solution, OneX is agnostic to Vodafone Portugal market meaning that can be used in any Vodafone OpCo that follow Vodafone’s standards, with minimum customization and without the need tobe a huge big bang, since OneX is a set of journeys, and each journey is built by multiple μfrontends. This allows a new market to choose which's journeys want to have, and inside each journey, which steps are needed or even just customize one step/μfrontend.

Currently OneX is already being presented in some Vodafone markets and in Vodafone Group with a great interest from those markets due to the added value that thesolution itself brings and also the proven track in Portugal where the success and the feedback from users is also very positive.

OneX is already rolled out in Vodafone Portugal across all assisted channels. The next step is to also be rolled out in non-assisted channels by using the architectural and design principles that were defined: single journey (frontend and backend) for all channels!

Also, there are still a huge set of journeys and processes that must be revamped and “migrated” into OneX to decomission some legacy systems that persist in Vodafone Portugal.