Smart Setup

Virgin Media is the UK's top broadband provider and a subsidiary of Liberty Global plc.

Virgin Media launched a new security application F-secure to enhance protecting its customers online.

The current online broadband activation flow needed to be updated for this change, and we used this as an opportunity to redesign the whole activation flow with a user-centred approach. 

I was a lead designer and managed all the broadband projects from the start to delivery of the final product. 

To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this case study. All information in this case study is my own and does not necessarily reflect the views of Virgin Media.

Old broadband activation flow

The users needed to go through 12 long different steps - starting from verification, setting up an email and online account, adding security and parental control and installing the security app. After going through all the registrations, the user had to wait until the computer updates settings, then press download to install the health check tool.

Designing new broadband activation flow

We needed to make all the steps simpler and more comfortable, to reflect Virgin Media unique branding - friendly, helpful, energetic, quirky. To do this, we also needed to update the back-end system and setup processes.

The new broadband activation Smart Setup starts with an exciting animation showing the various Virgin Broadband products rotating to form the Virgin logo. Then the customers were required to fill their details, create a Virgin email account, and set up their web & child safe settings in three simple steps.

Impact

• New Smart Setup activation was simplified to 3 simple steps from 12 steps with personalised messaging and strong branding
• It increased engagement and improved completion rate by 70%. 
• Reduced the call volume to help centre

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