Customer help, with the Virgin Atlantic sparkle

How do you redesign the customer help experience for the world’s best loved airline?

4 design sprints brought together subject matter experts from around Virgin Atlantic to explore concepts and create rapid prototypes.
A content audit was followed by collaborative sketching to develop new a information architecture that is centred around user needs.
Our digital team worked in close collaboration with our call centres to launch a customer help SMS service that allows customers to get support via their favourite messaging service.