05 · Virgin Money · 2014–15

Virgin Money

The problem

Virgin Money’s site was hard to use on a phone and edited by people with no design training. Quality had eroded over time.

The outcome

Virgin Money’s mobile sales outstripped desktop in the first month it was live, and its design system became the base for the responsive site.

Virgin Money Travel Insurance landing page on an iPhone

Traffic flow across the Travel Insurance product area — This traffic flow was used to explain to senior stakeholders how we would roll out the site one section at a time, so that we were delivering value to users as quickly as possible, making use of the old mobile site.

My role

Product owner and lead designer, stakeholder manager, and general dogsbody.

Design, test, learn

I built and led the design team. Every Friday we ran lab-based research with stakeholders watching, so changes were made based on evidence and with buy-in from the stakeholders who had seen the problems.

A design system for content editors

We reused patterns and only built a new component when we had to, then published components and guidelines as each area was handed over.

To do: Check the outcome wording against your Elastic deck (revenue up to 40% in some product areas).