A fresh welcome dashboard for new clients
Work done for 
When you switch to a new landline and internet supplier, there’s nothing more frustrating than the waiting time between signing the contract and the actual activation of the line. The waiting becomes even more annoying when you don’t know what’s happening.
Virgin Media understood this and needed something to keep new customers informed while simultaneously reducing the volume of calls and emails to their customer service department.
In order to achieve their goal, Virgin Media requested us to design a dashboard where new customers could monitor the progress of their landline activation and add a pinch of gamification to make the waiting less frustrating.
To overcome the challenge, we planned to create a dashboard based on three principles:
- It needed to be dynamic.
- It had to provide a way to engage users more deeply with the Virgin Media world.
Based on these, we created a custom dashboard with a timeline as its main component, which dynamically updated as each of the three phases of the line activation process was completed: activation, booking the appointment, and physical installation by a technician. The dashboard also provided information about the bundle purchased.
We added two panels with instructions and videos that could be watched anytime, explaining how the activation works as an opportunity to “entertain” users.
Furthermore, we delved deeper into the Virgin world and created a dynamic panel that counted the five steps to get ready for activation, with a coloured progress circle.
Finally, we added an opt-in form, allowing customers to sign up to the newsletter.
