Liberty global
Embracing a Common "Umbrella
Liberty Global, a communication company, operates in six European countries under various consumer brands like Virgin Media, Telenet, and UPC. The project aimed to create a unified communication platform that aligns different countries under the same "umbrella" and addresses specific challenges faced by each market.
Project Objectives:
Attract new customers while raise loyalty among existing ones
Successfully enter a new market with the UPC brand in Poland and adapt the platform for its specific needs.
Ensure seamless translation and implementation of new features/products across different markets and brands.
The Process
Our mission to align different countries under a common "umbrella" focused on two key aspects: gaining new customers and fostering loyalty among existing ones. To achieve this, we prioritized delivering the most customer-centric experience across all platforms.
The journey
The journey began with providing a “blueprint”, the wireframe creation, followed by extensive discussions with Product Owners (POs) and stakeholders ensuring alignment with the project's objectives and vision.
Our baseline product, UPC for the Netherlands market, played a crucial role as the initial reference point. We had to tailor the content and functionality of the platforms as we expanded our reach to cover other European brands to cater to the unique geo-based needs of each country. This approach ensured that the final products complied with local regulations, specific prodict offers, different payment methods, ect, and provided an optimised experience for users in each region.
Moreover, our strategy involved the creation of personas and a later in-depth user research enriched our understanding of customer preferences, pain points, and expectations. Through this data-driven approach, we identified key functionalities that would enhance user experiences and addressed customer journey pain points to provide smoother interactions.
To ensure seamless execution and alignment with local market demands, we actively engaged in workshops. These collaborative sessions brought together stakeholders, market experts, and representatives from various countries to clarify user and market/brand requirements. By fostering open communication and addressing specific needs of each country, we ensured that the final products were not only user-friendly but also highly relevant and impactful within their respective markets.
Based on these insights, we successfully implemented the following initiatives:
New Platform Launch: Introducing user-friendly apps enabled customers to stay updated on their subscription and payment status seamlessly.
Streamlined Boarding: By optimising boarding flows, we provided a smoother and more efficient experience for customers.
Enhanced User Experience: Personalised offers and subscription controls empowered users to manage their details across multiple platforms, enriching their overall experience.
Improved Payment Process: We enhanced the payment flow to offer a more convenient and streamlined payment experience.
The results were remarkable, with an increase of 30,000 Horizon TV subscribers in Poland, leading to a remarkable 4% revenue growth based on the rise in subscribers!
MyUPC Website
(Switzerland)
MyUPC app
(Poland)
Different styleguides
Displayed here are the various styleguides, each uniquely representing the visual identities and design characteristics of the respective brands.
