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Virgin Media

I worked on the redesign of Virgin Media’s Upgrades & Offers journey, a key touchpoint for existing customers. The project aimed to improve clarity, usability, and commercial performance across web and mobile.

Role

Senior UI Designer

Duration

1 year

Impact

3x increase in TV package sales

Pain Point

The existing experience was outdated and content-heavy, making it difficult for customers to understand available products and offers. Poor information architecture led to missed upsell opportunities, particularly on mobile devices.

Solution

I collaborated with UX, product, and engineering teams to redesign the journey, simplifying the IA and delivering a fully responsive experience. High-fidelity prototypes were tested and iterated through multiple rounds of usability testing and A/B experiments to validate design decisions.

Outcome

Following 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.