Track my order
UX / UI
About Challenger
Virgin Media’s Challenger initiative was launched to fast-track the company’s digital transformation, responding to shifts in customer behaviour by increasing digital sales and reducing dependency on traditional channels. The aim was to deliver quick wins and build long-term value through scalable and modular, customer-first digital experiences.
My Role
As the UX/UI Designer for the Challenger 2 Squad, I collaborated closely with:
- Product Owners
- Subject Matter Experts (SMEs)
- Frontend Developers
- Backend Solutions Architects
- Technical Delivery Managers
- QA Testers
- Shared Copywriting Team
I led the design and delivery of a new Order Tracking Experience, from early discovery through to high-fidelity wireframes, testing, iteration, and stakeholder alignment.
THE CHALLENGE
Customers lacked a reliable way to track their orders. The experience was fragmented, unhelpful, and didn’t match the expectations of modern, digital-first users. Our goal? Design a clear, reassuring and scalable tracking journey, one that covers multiple delivery scenarios, respects backend limitations, and supports self-service at every touchpoint.
The Approach
We began with a focused session involving the Product Owner and SME to clarify:
- Business and user needs
- Functional constraints (but not limited by legacy just yet)
- Testing capacity and timelines
- Shared definition of success: “Keep customers clearly informed about their order status.”
We identified key content areas and UX expectations:
- Display current delivery status upfront
- Optional real-time map for delivery progress
- Past status (history/log)
- Estimated delivery and go-live dates
- Courier details and tracking codes
- Support access and amendment options
- Edge cases: lost packages, mixed delivery types
Delivery Scenarios to Consider:
- Scenario 1: Post-delivered kit (self-installation)
- Scenario 2: Click & Collect kit pickup
- Scenario 3: Engineer delivery and installation
- Scenario 4: Hybrid delivery (e.g., SIM by post + TV via engineer)
I created journeys to support each scenario, accounting for:
- Timing and mode of delivery
- Touchpoints before, during, and after order fulfillment
- Emotional states (anticipation, anxiety, confusion)
Scenario 1: Broadband package – Post-delivered kit (self-installation)
Scenario 2: Broadband package – Self installed, Click & Collect kit pickup
Scenario 3: Broadband package – Engineer booked/required
Scenario 4: Broadband +TV+SIM package – Hybrid delivery (SIM by post + TV/Broadband via engineer)
With journeys mapped, we ran an MVP scoping session with senior stakeholders. We:
- Identified what features could be built now vs. later
- Mapped dev ownership and dependencies
- Estimated effort vs. impact
- Scoped longer-term “north star” solutions beyond MVP
I created high-fidelity wireframes using Virgin Media’s component library. Where needed, I combined or adapted elements to better reflect brand tone and user needs.
We ran 10 unmoderated user tests via UserZoom. I analyzed all recordings and synthesized findings into a report presented to Sales1 and CRO squads.
- Simplify steps to focus only on what adds user value
- Add courier info and tracking codes
- Show estimated delivery date & time window
- Tailor FAQs and content to moments of need
I iterated the design based on user feedback, improving hierarchy, language, and clarity across the flow.
- Users valued seeing go-live dates upfront
- 100% interacted with the “Track Your Order” CTA first
- Most users were satisfied with the clarity and level of detail
- The journey was described as easy, informative, and intuitive
- Lead with transparency—keep users informed without overwhelming
- Match system status to user expectations
- Scale the flow across multiple delivery scenarios
- Build a foundation that can grow toward real-time tracking
Reflections & Takeaways
This project reminded me how impactful UX can be in reducing friction and building trust during critical service touchpoints. It also strengthened my ability to:
- Design for multiple real-world edge cases and system constraints
- Lead alignment between business, tech, and design
- Deliver clarity and value within an MVP framework
A great example of how thoughtful design can turn a high-anxiety moment into a smooth, confident customer experience.