Redesigning Virgin Media's Upgrades & Offers journey for clarity and revenue
A redesign of Virgin Media's Upgrades & Offers journey - a key touchpoint for existing customers - to improve clarity, usability and commercial performance across web and mobile.
Lift in premium TV channel sales
Lift in premium TV channel sales
Highest mobile order volumes to date
The challenge
The existing experience was outdated and content-heavy, making it difficult for customers to understand the products and offers available to them.
Poor information architecture led to missed upsell opportunities, most visibly on mobile.
What we did
Working alongside Virgin Media's UX, product and engineering teams, we redesigned the Checkout and Upgrades & Offers journeys - simplifying the information architecture and delivering Virgin Media's first fully responsive experience.
High-fidelity prototypes were tested and iterated through several rounds of usability testing and A/B experiments, so every decision was validated before build.
- Delivered Virgin Media's first responsive design, improving usability across devices.
- Simplified the information architecture, reducing customer confusion and drop-offs.
- Worked closely with cross-functional teams, building the relationships that carried the work through to launch.
The outcome
After launch, sales of premium TV channels more than tripled and mobile orders reached their highest levels to date. The redesigned journey improved customer understanding while driving significant revenue growth.
