THE WAY WE SOLVED IT

Findings on the user experience of the Virgin Media homepage redesign were conducted with static on screen prototypes. I generated a report following 2 days of user testing in London on the 12th and 15th December 2008 with 12 candidates these candidates derived from existing VM customer segments and demographics.

The approach adopted aimed to dovetail with the rapid timeline the project team faced in order to deliver pragmatic recommendations prior to design completion.

Testing objectives

Specific areas to be tested included:

Page layout and navigation preferences

First impressions and the portrayal of key messages

Key task findability and label comprehension

Responses to advertising

Effectiveness of customisation

Wider objectives included:

Setting customer satisfaction baseline

Collect rich customer data to develop online personas

Customer Satisfaction

During the interviews we also asked candidates to fill in a short satisfaction questionnaire based on:

key online service quality attributes, net promotions, brand emotional response and initial reaction.

Customisation

This home page support multiple personalisation and customisation features we test their intuitiveness and asked candidates what the homepage needed to be better.

Main navigation preferences

We tested from the three versions which main main navigation designs they preferred and why.

Task Findability

We asked candidates to indicate where key tasks would begin on the page, including: Checking VM

email, Searching the web, checking online bills, Find TV Listings, Search within VM.COM.

Log in status

We tested whether candidates understood whether they were logged in or not, also what else they

expected especially if there were several profiles under one account, thereby accommodating

different shared living scenarios

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WHAT OTHERS SAY

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Amardeep is a fantastic IA. He is very accomplished at delivering consistently high quality IA deliverables for both mobile and desktop applications. He learns domains and software tools fast and has a great breadth of skills in multimedia. Amardeep is proactive in identifying and taking opportunities to grow and develop. He has exceptional client-facing skills, quickly developing the trust of clients and establishing solid valuable relationships. His personal values set him apart: they show signs of him becoming a great leader - someone whose work and life ethics drives others around him. I cannot recommend Amardeep enough.

Barry Day, Online Customer Experience Lead

Fidelity International  March 2, 2010

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THE PROBLEM

Virgin Media were due to launch their new home page www.virginmedia.com on 16th March 2009. The home page development team engaged Detica to conduct a series of user testing interviews to test three prototypes against existing and non Virgin Media customers to provide insight to which they prefer and why. This project also included technical performance testing of the home page.

THE WAY WE SOLVED IT

This project is one of the most exciting projects we have been asked to take part in. The project was to allow Virgin Media customers to mobilise their consumption of Virgin Media content where ever and when ever they want.

To visualise this powerful vision and create empathy with stakeholders in the business, we created a short video. It relayed real life scenarios from Virgin Media customer segments and demographics that this solution would be used by. This strategic vision allowed customers to play shift, consume, share, discover and control their Virgin Media content from multiple devices including mobile, online and TV.

We studied and interviewed their customer segments, understood how the technology would work and the consumer benefits. Through research, story boarding and competitor analysis we discovered opportunities where Virgin Media could differentiate themselves with this solution empowering the customer to share their content on social media, hang out with communities that love the same content, create playlists, receive recommendations on the latest video content, wirelessly play video, show off photos, enjoy music and more from other synced devices.

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THE PROBLEM

Virgin Media engaged Detica to produce a strategic future vision for the best video on demand entertainment on any screen in your home or on the move. 

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Mobile

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TV