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Track my order

UX / UI

UK’s fastest broadband provider currently servicing more than 10 million UK homes with broadband, phone, SIM and TV.
Virgin Media – 2021

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.

VirginMediaIphoneMyAccount

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

Kickoff & Goal Setting:

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.”
Initial Research & Exploration
VM Order Tracker Discovery01
VM Order Tracker Discovery03
VM Order Tracker Discovery02
VM Order Tracker Discovery04
VM Order Tracker Discovery05

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
Handdrawn Exploration
VM Order Tracker HandDrawn Exploration01
VM Order Tracker HandDrawn Exploration02
VM Order Tracker Whiteboard Exploration01
VM Order Tracker Whiteboard Exploration02

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)
User journeys:

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)

OrderTrackingv02 UX - 1 BB (self installed)

Scenario 2: Broadband package – Self installed, Click & Collect kit pickup

OrderTrackingv02 UX - 2 BB (self installed + C&C)

Scenario 3: Broadband package – Engineer booked/required

OrderTrackingv02 UX - 3 BB (Engineer)

Scenario 4: Broadband +TV+SIM package – Hybrid delivery (SIM by post + TV/Broadband via engineer)

OrderTrackingv02 UX - 4 BB (Engineer + post)
MVP definition:

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
Hi-Fi Wireframes – v01

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.

VM TrackMyOrder-UserTesting01
User Testing – Round 1

We ran 10 unmoderated user tests via UserZoom. I analyzed all recordings and synthesized findings into a report presented to Sales1 and CRO squads.

UserTestingPresentation01
UserTestingPresentation03
HSBCsavingPots - UserTesting02
UserTestingPresentation04
Key Insights & Quick Wins:
  • 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
Hi-Fi Wireframes – v02

I iterated the design based on user feedback, improving hierarchy, language, and clarity across the flow.

HiResWireframesv02-1
HiResWireframesv02-1
HiResWireframesFinal
Actionable Feedback
  • 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
Key Principles
  • 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.

Thank you