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 makes no sense).

• 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 making it more efficient for customers to self-service, (i.e. paying bills online, checking their broadband connectivity, receiving 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 the billing page to have longevity.