Billing and payments

Context: The goal was to lower call numbers by optimising one of the most complex areas: online billing.

My work: I simplified the process of viewing and paying their bills, encouraged them to pay on time, helped them manage any overdue amounts to avoid debt with us if their bill was late, and gave them an easy way to clear it. I also introduced a two-factor authentication process, protecting both Virgin Media and the customers’ security.

Home move bill explainer

This was the most influential project I worked on.

Context: When a customer moves home and decides to take our services with them, their first bill can be more complicated than most, with moving and pro-rata charges. These charges would normally be lost on their PDF bill with everything else, unnoticed on their dashboard, or be in a notification they might ignore.

My work: We needed to create a space to bring them to life and walk the user through the additional charges. Working closely with a designer, we used an Instagram-inspired design to help them.