Client: Virgin Mobile
Virgin Mobile is a brand that recognises the importance of web accessibility and takes care to ensure that all its users are considered and catered for. Virgin Mobile asked Nomensa to review the user experience of its website, to assess levels of usability and accessibility and consider the impact that new browser technologies may have. Virgin Mobile particularly wanted to investigate key customer journeys to ensure that all user objectives could be met quickly and directly.
Brief: A fully representative selection of pages from the Virgin Mobile site were assessed against the Web Content Accessibility Guidelines to Triple-A standard. A highly detailed audit results report was compiled, identifying issues by severity and priority and included a complete set of recommendations and solutions. An impact analysis review was also inducted following the release of Internet Explorer 7, with recommendations for addressing any resulting issues. An expert usability review was conducted to ensure that key user journeys could be conducted quickly and efficiently. The review recognised the current areas of best practice but also highlighted the areas for improvement and importantly provided detailed solutions to allow Virgin Mobile’s developers to create a better user experience.
Response: Detailed, clear, actionable and feasible usability and accessibility reports were delivered. Final results were delivered as a presentation workshop to Virgin Mobile senior management and web teams. This ensured Nomensa’s recommendations would be understood, discussed and actioned as a group and a unified plan could be implemented. The results were prioritised to allow the Virgin web teams to iteratively update the website self-sufficiently whilst ensuring user needs were met, increasing online sales and reducing call centre enquiries.
Testimonial: "Our key aim of the work with Nomensa was to give an independent review of the site so that customers can easily purchase phones or contracts, top-up credit and receive customer support. By implementing the suggested changes we’re further upgrading our site to give customers an easy-to-use, end-to-end experience from one place, whilst reducing costs." - Online Development Senior Manager, Virgin Mobile.