To provide a necessary new user experience, Moment redesigned the Virgin Mobile site’s behavior and structure. In addition to usability improvements, the goal was to create tiered levels of service for the Virgin Mobile customer. They called this new offering Virgin XL.
To accomplish this goal, Moment designed a new customer experience for Virginmobileusa.com that accommodated the enlarged product selection. We also created a new customer experience that supported the content and services associated with each of those different handsets, and we tailored the experience based on the login status of the user, the phone they had, and customization they made to the site over time.
Virgin Mobile’s new tiered product line has enabled the company to target more upscale customers, critical to its long-term business goals of locking down its position as the largest virtual mobile network operator in America.
