Virgin Mobile
A series of interactive products for the mobile network has been created to meet the evolving requirements of customers. During a 3-day workshop with the client we have discussed assumptions that allowed me to better understand the brand's strategy.
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Strategy
Designing services based on the shopping cycle requires a user-oriented approach in a special way. Together with Virgin Mobile Poland, we have attempted to implement a comprehensive ecosystem of digital tools that ensure the pleasure of use.
Multi-channel communication lies at the heart of a consistent user experience. Thinking about the whole, we managed to take care of the details.
Customer Journey
I’ve participated in designing three out of five highlighted touchpoints for Verigin Mobile service: social media campaign, webpage and mobile app.
Advanced UX research methods allowed to deliver functional and beautiful service.
Research methods
1. Heuristic Evaluation
Heuristic analysis is one of the simplest and most effective tools for assessing the usability of digital products.
The tests were divided into single pages and the analysis into categories. Each page was tested in all categories by at least two designers to compare the results. We took into account aspects such as usability, compliance with business assumptions and accessibility. The analysis was conducted at the final stage of design and played a key role in the design process.
2. Moderated Scenario Tests
Testing the interface with users from our real target group helped us understand their experiences and habits.
The tests were conducted on-site with people who represented a group of Virgin Mobile customers. When preparing the scenarios, we focused on the most priority parts of the user journey. The tests were recorded with two cameras and the image was captured from the screen. The final report included detailed data collected during the testing.
3. Quantitative Analysis
Data provides a huge advantage in testing a live product and provides input for iterative optimization of the user experience.
Thanks to event tracking, user path analysis or integration with Google Ads, we were able to find the bottlenecks and optimise the designs accordingly. Data heatmaps are useful for assessing the effectiveness of call-to-action buttons, navigation menus, and overall user engagement. Using heatmaps we quickly understood how the user is interacting with the system.
Mobile app
A comprehensive mobile app dedicated to subscribers is a management center, giving access to all necessary features that are designed in user-friendly way.
