VIRGIN MEDIA ONLINE
Originally led UI design at RMA on the Virgin Media account within a UX/UI agile team, working on multiple user experience journeys and workstreams.
Project
Adhered to and improved upon, existing brand guidelines and applied a more atomic design structure, for the logged-in user (My Virgin Media), commercial and e-commerce platforms (Virginmedia.com). This led to a more experience and product design role, manifesting in the creation of a managed service. This was a user-centred strategy-based model.
WORK STREAM 1: MY VIRGIN MEDIA (VM ONLINE PORTAL)
Working in a UI, UX pair, we were asked to initially fix the existing platform, with the soul business initiative, to reduce calls to the call centre and increase the sales orders online. Through research, discovery and initiative we discovered that the existing platform was no longer fit for purpose. So, we were then asked to redesign the whole of, My Virgin Media, while aligning with business requirements.
AREAS DESIGN
My VM dashboard journeys and scenarios
Billing pages
Billing educational piece (Bill explainer)
Forgotten username & Password
Customer home moving journey (Movers)
THIS INCLUDED
Audit and revamp the My Virgin Media dashboard, making journeys start to the journey more inviting (rewrite this, as it makes no sense).
It makes it more customer-friendly and intuitive, increasing customer use of their personal accounts
Educate users of multiple changes throughout their logged-in account (This was done through the update of the bill explainer interactive page)
Redesign billing areas to make it more efficient for customers to self-service (e.g., pay bills online, check their broadband connectivity, and receive notifications that they have upgrades or loyalty deals).
A key objective was to ensure VM remains competitive and current
Introduce a new design system that would give the billing page longevity.
Responsive Web Design and UI element
We covered all breakpoints of the redesign and delivered full specs to the development team. Working in Jira to deliver the updates.
Web Design
Agile JIRA Workflow
UI Design
Dev Spec
High fidelity User Journeys
