Identifying micro-moments in Liberty Global brands
EPAM engaged with the Liberty Global Mobile team to create a customer experience improvement framework. It was rolled out to global country teams to introduce, understand and design Micro Moments across all Liberty Global brands.
Liberty Global is a large telecoms company, with major brands covering 14 european countries, including Virgin Media in the UK. Their brands are each tailored to their home markets but are facing similar UX issues as each market evolves and demands a likewise evolving user experience. Our intent was to design and implement a method which would allow Liberty Global to build a library of UX issues and solutions from across all of its brands, which would be used as a “FAQ” for quick fixes internationally.
The premise of the work was based on Google’s “Micro-Moments” which we interpreted and re-articulated for the client. We then built a paper-based framework tool for prototyping in 4 countries, and designed a workshop to introduce the heads of the participating countries to the process, enabling them to run it in their own market.
The results of the project were presented at an Adobe Symposium by the client, Wouter Goedkoop VP of CEX for Liberty Global. (Report)
During the proposal stage of this project I worked with our principal business consultant to develop a range of potential approaches to be presented to the client, ranging from a short 4 week engagement, simply designing a method and tool, to a more extended implementation model.
When the project went live I had the role of team lead, responsible for strategic direction within the project. I was lucky enough to work with five awesome young designers of various backgrounds to research, conceptualise and create the resulting design framework and workshop.
I designed and delivered the final workshop, introducing and dry-running the framework with the heads of the subsidiary country companies.