And now, in 2024, a massive step backwards that indicates no one from Virgin have walked the UX journey themselves to renew which, I assume, was put in place to make renewal easier.
Bearing in mind that like many people, evenings is the best time to look at contracts.
Well, let's go by the steps:
1. You send emails and the links don't work to see my options. This is both direct and when I have signed in then try the links (see attached "oops")
2. Banners like "Planning ahead to 2025" again are a dead end with the same oops.
3. WhatsApp: "Our team usually gets back to you in two hours"....well, the auto-questions, you end up in a loop with no way to message. Well done. Your WhatsApp is useless.
So....I called. And 15 minutes later, it is done.
To the team putting together the renewal journey.
At the top of the white board, it should say: Make the journey quick and simple.
They didn't read that line. So fire them all. Seriously. They represent Virgin and are not even worthy of the clown make-up they wear.
Then build a journey that isn't flawed.
Make the email say "Sign into your virgin media account to see your options"
Then have a clear banner with the actual word RENEWAL included. Simple. Nothing "plan ahead", see your options, etc. The word RENEWAL.
And on the site, create a simple way to send a message. There is no simple way. And as far as I could see, no way to send a message on WhatsApp for your team to get back to me.
Have worked in UX. Have worked with customer journeys. It should be a couple of clicks. Why Virgin Media make it so difficult to reach out to them.
In the end, 0345 which I found by searching google. Not via your site.
Contact us....ya, right. Take it down. Build it again.
Contact us>Email-phone-mail-whatapp-quick links to help
Two clicks and people get to what they need instead of a stream of clicks through help.
Someone from customer service or management try the journeys. You might be quite shocked by what you find
