We collaborated with Virgin Holidays to redesign their end-to-end customer experience and entire digital presence. The Webcredible and Virgin Holidays teams typically based ourselves together, either at our offices or theirs, so they could learn from us and develop a practical understanding of the user-centred design process.
We started by identifying, prioritising and mapping key user journeys to design around, based on personas that we'd created. The main journey had 9 distinct steps (including dreaming, researching, booking and reliving a holiday) and we visualised it for the Virgin Holidays teams in the form of a giant poster.
With these user journeys in mind, we rapidly created a design prototype, completely redefining the way that people research and book holidays.
We carried out numerous rounds of user testing with real customers and made informed changes to our proposed designs and user journeys.
At the same time we created a new look and feel for Virgin Holidays' digital channels, paying particular attention to design patterns and principles.