Our key aim of the work with Nomensa was to give an independent review of the site so that customers can easily purchase phones or contracts, top-up credit and receive customer support. By implementing the suggested changes we're further upgrading our site to give customers an easy-to-use, end-to-end experience from one place, whilst reducing service costs.
- Online Development Senior Manager, Virgin Mobile.
The Challenge
With accessibility being at the core of its focus, Virgin Mobile invited Nomensa to review the customer experience of its website. Key objectives were to assess levels of usability, accessibility, the impact new browser technologies, such as IE 7, may have and the ease of use on the website’s key customer journeys.
The Process
Fifteen pages were assessed using the latest browser technology and code was provided to fix issues found.
The website was assessed against the Web Content Accessibility Guidelines to Triple-A standard providing in-depth audit results.
A research based assessment technique was employed to check ease of use and ability to complete key journeys on the website, highlighting areas of strength and recommending areas for improvement.
The Outcomes
Detailed, clear and actionable reports were delivered on the website's usability, accessibility and IE 7 impact analysis. Nomensa delivered a final results presentation and workshop to the Virgin Mobile senior management and web teams.
This thorough User Experience Review fitted in perfectly with Virgin Mobile’s commercial online strategy and the results were constructed in order for their teams to continue to build their website self-sufficiently whilst increasing online sales.
