Description

I joined RMA Consulting to lead UX Design on their Virgin Media account.

The brief was to work on the ‘Mobile Switching Reforms’ – an OfCom driven regulatory project to allow customers to switch their mobile number to a new network quickly and easily.

Complex project due to the sheer volume of stakeholders and third party teams involved in the multi-channel reforms, all with specific technical constraints, dependencies, workloads and resource allocation issues and well as different time zones and communication challenges due to these teams being spread across the globe.

I was assigned to work on a number of user journeys including Virgin Mobile sales, Cable sales and Virgin Mobile user account pages, each one of them with different product owners and development teams I had to liaise with.

After an initial phase of familiarising myself with the current user journeys and teams involved in the project, I conducted a focused competitor analysis in order to review key moments on the end-to-end customer journey. I also reviewed site analytics to understand current user behaviour navigating the user account pages.

Then I conducted user testing sessions to find out in what area of the account pages would users expect to be able to request a switching code and presented my findings to stakeholders.

At this stage I was handed very detailed and extensive business requirements that I translated into clear user flows. Working closely with the business analyst and the product owners, I made sure I covered all different states of the switching process. I then created wireframes for all the user journeys and meet with different backend development teams and stakeholders to iterate a solution.

Finally I created UI designs and worked closely with back-end and front-end developers to see designs and functionality specifications to fruition solving any challenges that arose along the way.