Delivering UX for offshore development
A transformational programme at Virgin Media to move away from being a virtual mobile operator. UX and design needed to support a relatively inexperienced offshore development team.
Problem space
A brand new and untested commercial engagement with a Chinese offshore development team required a particular and precise approach to design and front-end development.
We needed to:
- Ensure that an inexperienced offshore capability adhered to the correct standards of work and delivered as expected
- Align with a significant strategic technology and business process re-engineering to realise key benefits
- Engage with multiple 3rd parties providers and internal business stakeholders to come up with enhanced customer centric online solution
- Create pragmatic UX solutions had to be delivered rather than blue sky conceptual design.
Design processes
- Involvement in cross channel stakeholder workshops and technical requirements gathering
- Retail and call centre customer observations
- Detailed business and technical analyses
- Benchmarking and competitor analysis
- A program of quality control of offshore development over a prolonged period
Results
- Brand new digital experiences for sales and account management
- Complete set of new self-service scenarios
- Pragmatic UX solutions in the form of robust process flows, experience maps and wireframe
Applied capabilities
Management
- Leading and facilitating workshops and focus groups
- Stakeholder and client relationship management
- Off-shore development quality control
- Design process planning and estimation
- Managing peer design reviews
- Heuristic evaluations of designers work
- Developing UX principles and strategies
Research
- Contact centre eavesdropping
- Retail store observations
- Guerilla testing
UX Design
- Scenarios, User journeys and storyboarding
- Wireframing and Prototyping
- Interaction and process flows
- Functional, wireframe and module specifications
Software
- Axure
- Visio
- HP-QC
- Others
