Customer Value Landing Page
This project was part of a wider business initiative to provide customers with a fun breakdown of their services and how much content/data they've consumed. In a similar style to Spotify Wrapped the idea was to create a hub that allowed the user to log in whenever they wanted to see what they've used.
The designs were worked on with an Agency to understand how best to present this information using the data we already had on our customer usage. This was a great collaboration between 2 design teams dedicated to creating a fun way to digest the content.
As part of this project, I was the Creative Lead working with our in-house designers and 3rd parties ensuring that the output felt on brand, joyful, and exciting. This was extremely well received by the business and our users and the experience is still marketed a few years after I worked on this.
Set-top box (pro-active alert)
Digital Cancellation Journey
This project formed part of Virgin Media's digital transformation goal, to move customers away from the traditional methods of downgrading/contacting Virgin Media through existing channels like the call centers and move this process into the digital journey.
As part of this initiative, I helped design a digital downgrade journey that not only made it as seamless as possible for the customer but also allowed the business to present better alternatives to their existing package as well as exclusive offers that they may not have been aware of.
This experience went through rigorous user perception interviews as well as multiple A/B tests to ensure the journey was optimised for the user but also to ensure business KPI's were still met. It was extremely well received by users they felt the experience was a lot less stressful and much easier and quicker to achieve online with many saying they would have taken another offer because of it.
Help Hub
The aim of this project was to re-design and optimise the UX of our existing Help centre to allow users to get the help they need by self-serving more using articles and step-by-step instructions to fix any issues themselves before needing to get in touch with the help desk.
We used existing analytics and insight to create an improved search feature as well as better signposting.
Another big part of this project was to update the step-by-step component, chat bot and future innovations to allow our help team to create new and improved instructions that users could follow, removing the need to read large blocks of text in an article, during initial user research users found our existing articles overwhelming.
Another big part of this project was to update the step-by-step component, chat bot and future innovations to allow our help team to create new and improved instructions that users could follow, removing the need to read large blocks of text in an article, during initial user research users found our existing articles overwhelming.
Help Hub Homepage
Improved Step by Step component in articles
Improved Chat Bot UX
Broadband Hub Voice Help - Visualisation
Using live engineer and systems data to provide pro-active voice responses to customer help queries.
Personalisation
During my time at Virgin Media I worked on multiple initiatives around personalisation and providing the right information at the right time to our users. I worked on a mix of projects from service level messaging to personlised offers, here are a few of my favourites.
Personalised Service Alerts
Using customer lifecycle/journey data we knew that some users were confused at vital points in their customer cycle wether that be at the start of their contract when receiving their first bill or for our mobile users when it came time to swap out a Virgin Sim Card etc.
We worked with the customer teams to understand the data and based on what we knew about each user prompt them inside of their account when we knew they might get to a point of frustration.
Personalised Offers
For many of our users we had data that allowed us to time our offers and personalise the right offer for them, wether they watch a lot of Formula 1 on Channel 4 maybe they would benefit from Sky Sports or when they last accessed the upgrade section on their set-top box we knew when to prompt an offer allowing the offers to not only be timely but also personalised to their existing needs.
Testing this with users it was very important the copy and messaging landed correctly to not feel intrusive but more helpful and useful, I oversaw a lot of the UX writing as Creative Lead on this project and worked with brand stakeholders to position the offers in a way that felt the most natural.
We targeted over a million customers with varying offers tailored to them and saw a 64% increase in conversion and a slight increase in our NPS and experience surveys.
