Virgin Media O2

UI Design

UX Design

Telecoms

This project features the enhancement of the Multisave Discounts Communication Strategy and optimising the purchase journey for Volt 2.0 across O2 and Virgin Media platforms. The goal was to increase customer awareness, streamline user experience, and improve adoption rates.

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Year

2023

Client

Virgin Media O2

Problem Statement

Problem Statement

The Multisave feature faces several challenges, beginning with a lack of clear communication around its dual benefits—discounts for adding connections and extending these discounts across multiple household accounts. This is compounded by limited messaging, which leaves both new and existing customers largely unaware of the feature.

Additionally, the online journey to add multiple SIMs and access discounts is complex and unintuitive, further hindered by a clunky, manual user experience that makes availing of the discount cumbersome.

Lastly, promotions overly focus on the discount itself, missing the opportunity to emphasize the broader benefits for families and households.

Solution

Solution

The Outcome

The Outcome

The enhancements in the Multisave discounts communication and user journey significantly increased user engagement and satisfaction. The streamlined user experience and clearer communication strategies have strengthened VMO2's position as a leading provider of tailored telecom solutions for modern households, contributing to an increase in the average number of SIMs per household.

The project successfully realigned the Multisave strategy with the overall brand strategy and significantly enhanced the customer journey for purchasing Volt 2.0. This increased customer engagement and satisfaction and also reinforced VMO2’s market competitiveness.

Future strategies will focus on continuing innovation, enhancing customer-centricity, and maintaining strategic alignment to sustain VMO2's success in the dynamic telecom landscape.

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