Matt Niblock
CX designer, street photographer, tech geek, and human.
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Virgin Media

Self-installs are an important point of focus for Virgin Media and working together, we created a set of user guides to help improve the customer journey.

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Virgin Media partnered with us to look at ways to improve the customer install journey as part of an overall refinement of their process.

The goal was to empower customers to self-install equipment, no matter the combination of kit, while reducing wait times, engineer visits and reliance on serviceline calls.

My role was to lead the implementation of the video rollout so that customer journeys were consistent across all media while also remaining mindful of the delivery platform.

 
 
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