Hi, I'm Chris

Virgin Media // Discover // Phone Agent Platform

I was the sole designer on this project.

Two Day Workshop. A group from Manchester came down to a London office where they introduced the current Discover platform to me. We discussed and visualised new workflows and ideas. Those ideas were presented, prioritised, and entered into a matrix of high/low feasibility and impact.

Agent Workflows

From answering the call, to building a bundle and checking out. It started with a few interviews and walk-throughs (see: bottom right for phone agent).

And then some mapping out.

This was a complex sub-process in the negotiation phase that I decided to separate out.

User Journey

The journey in the UI the agent goes through when interacting with a customer.

I provided UX feedback and actions. I went screen by screen after a 2 day workshop and interviewing agents and key stakeholders, providing suggested actions to improve overall user experience. This included ways to utilised existing customer data to automate and improve tasks, like auto-generating a customer profile for the agent, auto-generating discussion points based on that data, and suggesting products based on the profile and discussion points - things an agent would currently have to do manually while talking to a live customer. Profiles included “Streamer” or “Movie lover” and were created using logic from the existing data.

Legacy Pega UI

New UI Design. This was built mixing the latest Pega “Cosmos UI” with Virgin Media “Challenger UI” design system, ensuring this was both technically feasible and on brand.

These are the final mock. Fun improvements include translating total savings into pounds, percentage, and “cups of coffee” (as this is what agents mentioned they do quite often). Additionally, auto-generated comparison tables showing savings and product improvements that they can explain to customers as selling points.

Feedback

Senior Product Manager - Discover

Making great progress on UI/UX design.

Picked up VM and Discover knowledge quickly.

Keeping stakeholders updated regularly.

Nice person to works alongside

Technical Manager - Discover

Working with Chris has been a pleasure, he has a good ‘can do’ attitude and communicates his views and knowledge excellently to both IT and business stakeholders.

Chris has a good understanding of UI / UX design and presents his ideas well using collaborative tooling.

Chris knows how to translate generic ideas into specific technology frameworks (e.g. Cosmos).

Chris has gained a good understanding of the Discover application and, as a consequence, is now able to present excellent ideas to improve the Discover UI.