Award winning strategic UX partnership with Virgin Media Ireland
Experience | Telco
Results
4.4%
Conversion rates doubled from 2%
10/10
Excellent NPS score
It all starts with broadband
For nearly a decade our partnership with Virgin Media Ireland has championed both users and brand across the digital estate and beyond. Together we’ve created a digital experience that delights customers while delivering on business objectives.
The success of our 9-year digital partnership is evident in: creating an impactful digital experience, bringing everyone along on the journey and leaving a legacy of ownership of the ideas and end product.
Virgin Media Ireland's ambition was to be "the best in class telecoms provider in Ireland". Armed with a heritage brand and a highly successful off-line experience, the challenge was to bring all of the good stuff into the online experience.
Adobe Experience Manager (AEM) had to seamlessly integrate numerous systems and processes, while always keeping the customer at the heart. Understanding where people might slip through the cracks of technologies became a key driver for success in this dynamic environment. After all, why should it be the customer's problem if one system fails to speak to another at a crucial moment?
Experience principles
Extracted from our digital strategy and customer insights, backed up by strategic KPIs, reiterated by stakeholders, employees on the ground and our continuing customer engagement... our co-produced Experience Principles inform every design decision we make, keep us honest and underpin a best in class customer experience.
Working with a heritage brand, taking influence from and influencing back in return.
A digital brand evolution.
It’s always been us following, but now we’re leading the way. It gives us a sense of pride when other teams come and ask can we follow the design direction that online is doing - we’ve never had that before so it makes us happy.
Deborah Shanahan - Head of Digital - Virgin Media Ireland
Experience principles
Extracted from our digital strategy and customer insights, backed up by strategic KPIs, reiterated by stakeholders, employees on the ground and our continuing customer engagement... our co-produced Experience Principles inform every design decision we make, keep us honest and underpin a best in class customer experience.
Working with a heritage brand, taking influence from and influencing back in return.
A digital brand evolution.
Virgin Media Ireland's ambition was to be "the best in class telecoms provider in Ireland". Armed with a heritage brand and a highly successful off-line experience, the challenge was to bring all of the good stuff into the online experience.
Adobe Experience Manager (AEM) had to seamlessly integrate numerous systems and processes, while always keeping the customer at the heart. Understanding where people might slip through the cracks of technologies became a key driver for success in this dynamic environment. After all, why should it be the customer's problem if one system fails to speak to another at a crucial moment?
