For Virgin Media we conceived, designed and developed an engagement platform that would make their longest-serving customers feel proud to be with Virgin.
Goal
Virgin Media had a problem - their oldest and most loyal customers were feeling neglected and churning out of their subscriptions as a result. We had to design an engagement platform that made them feel just how much Virgin cared.
For Virgin Media we conceived, designed and developed an engagement platform that would make their longest-serving customers feel proud to be with Virgin.
The approach
First we built a vision + strategy for the platform to get a large internal team aligned. With that in place we prototyped and designed an engagement platform that will ultimately replace three legacy touchpoints and Virgin Media’s loyalty program.
The results
We were able to re-focus a program that had been struggling to create traction, and to run through strategy, product proposition and experience design in a 10 week sprint.
Proposition
Invisible Tickets uses the sensors on your phone to figure out what journeys you're taking and sorts out payments for you, without you lifting a finger
For Virgin Media we conceived, designed and developed an engagement platform that would make their longest-serving customers feel proud to be with Virgin.
Approach
Working closely with ING and NS trains we rapidly developed a live pilot app through design sprints, prototyping and testing. Using a panel of over 100 people we were able to get deep insights about how the service could positively impact customer’s travel.
Results
The initial pilot seamlessly connected thousands of journeys across the Netherlands. The service is now expanding across Europe into new territories and forms of transport.
For Virgin Media we conceived, designed and developed an engagement platform that would make their longest-serving customers feel proud to be with Virgin.
Fresh Discovery
Actionable insights on your business, brand, user + product.
Future Mapping
Mapping the waves of change that will affect your business.
Strategic vision
Crystallising your vision into an inspiring and clear direction.
Workshop Design
Collaborative work sessions designed to move you forward.
Experience design
Designing for smooth and connected digital experiences.
Advanced Prototyping
Designed + animated prototypes that we put in users hands.
