Case Study: Virgin Media Business

UX Strategy drives award-winning website

We are really proud of this project with Virgin Media Business (VMB) and our continuing partnership with them and the rest of the Liberty Global family. What’s more, this project got the industry talking too, scooping shortlists for various awards and winning B2B Site of the Year at WireHive awards 2017.

Results since launch (May 2017):

  • 25% increase in traffic to the site 
  • 25% increase in average page session duration 
  • 40% decrease in bounce rates on mobile devices

Increasing the value of customer relationships

As you might predict from working with a Richard Branson company like VMB, expectations are high and innovation is at the very core of their vision. They came to us with a twofold objective.

Firstly, they wanted to increase the value of their customer relationships: demonstrating that with VMB on side, a business will grow faster. 

Secondly, they wanted to shrug off the common perception they are just the UK’s fastest business broadband provider and raise their profile as a digital telecoms partner to businesses, offering end-to-end connectivity solutions and excellent support and advice. 

To meet this challenge, we planned a programme of digital transformation. This began with creating a fully responsive website that went live in time for the launch event with Richard Branson. 

Nomensa provided:

  • A series of user-journeys, tested and optimised to boost sales
  • A new IA (Information Architecture) based on customer and client interviews
  • A responsive website with a fresh design on a new platform
  • New SEO-friendly, accessible copy
  • Training to enable VMB teams to manage their new CMS

Services:

Bringing the Virgin Media Business customer into focus

Our research built a picture of their customers. We explored sectors, sizes, decision making and how they interacted with their telecoms and IT suppliers. This exposed new opportunities to engage with them, which, when exploited on the new website, would lead to more confident purchasing decisions. Using this research, we created a targeted set of customer portraits and mapped out user journeys that were used in the initial, iterative prototype designs.

Transformation begins from the inside out

A team of Nomensans ran a series of workshops with VMB stakeholders. Collaborating closely like this meant their key players really understood the vision, got behind it and became personally invested in its success.

The new website – a future-proofed platform 

A dedicated production team worked in our war room for the design and build phase. They worked in agile sprints, creating content and components for the pages and transferring existing content onto its powerful new content management system - Adobe Experience Manager (AEM). At this stage we brought VMB’s digital team inhouse to train them in using AEM. This training allowed them to immediately take ownership of their site after go-live. 

The new entry points on the main navigation – Small, Medium, Large business and Public Sector - dramatically improves the way VMB communicates with their customers and can meet their business needs, while the bold design accentuates the Virgin brand values at every step. We didn’t build Rome in a day, but we did make sure that all roads led to Rome.

To find out how Nomensa can help with your next UX project, contact us on +44 (0)117 929 733, email us on hello@nomensa.com or complete a Contact Us form.

You have just made a huge difference to our business. The new website is such a huge step forward; it brings us bang up to date with what a website should look like in 2017.