On this page I am deconstructing the original brief into key dimensions and make quite a few assumptions in conceptualising them. In ‘real life’ I would work with stakeholders in the business to define and conceptualise these dimensions rather than making assumptions.
Journey review and improvement
Diagnostic rather than generative
Short turn-around timescale
Improvement rather than redesign
Existing user journey
Other products have similar journeys
Journey well established, so there is data on its performance
There are OKRs or KPIs for retention rates when customers move home
Meets user expectations
No bottlenecks in the user experience
Easy to traverse
Minimal effort from the user
Existing Virgin Media customers
Moving within the UK
There are multiple customer personas that will have specific needs and expectations
Does the house move journey meet user expectations?
It has to be easier to complete Virgin Media’s house move journey than to find a new provider
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