A smart way to re-market old customers
Work done for 
When a landline contract is coming to an end, customers usually look for a better deal.
Virgin Media was aware of this behavioural pattern and stood out by proactively presenting a counter-offer before the customer even considered leaving. Implementing this strategy required a new flow in the main dashboard and integrating the counter-offer into the contract termination process.
We conducted extensive research on the customer journey and analysed available data provided by our client.
This involved testing every phase of the customer journey and managing logistics to ensure the user experience remained seamless.
Our first step was to design a dashboard capable of presenting multiple deals: one similar to the customer's previous plan and another offering a downgrade at a significantly lower price. To encourage immediate acceptance of the deal, we streamlined the subscription process, enabling customers to initiate it directly from the dashboard with a single button. A few confirmation steps ensured the user was all set.
We supervised the UX writing to enhance the user experience.
In order to integrate this process with the termination flow, we added a smooth, step-by-step process for customers who declined the offer, allowing them to proceed with the official termination request. Instructions for returning the home kit followed immediately after completing the first phase.
