Mobile made better

Client
Virgin Mobile
Role
Brand / Retail / Digital
Market
UAE

Trust and convenience are core issues for all telcos today. In approaching its launch into the UAE marketplace, Virgin Mobile turned to Start to help create a ‘new platform’ that would deliver a better overall customer experience, meeting heightened consumer needs and expectations. Virgin Mobile’s new business model is based on a digital ecosystem that delivers the seamlessness customers expect from brands today – humanising and digitising the mobile service experience.

A new end-to-end
mobile customer experience

Virgin Mobile’s market entry offers much-needed new consumer choice – liberating and revolutionising the way UAE citizens and residents engage with their mobile provider. Virgin Mobile does not have an app – it is an app. Through it, you access convenient, customisable packages – and can activate them from anywhere, at any time, with no monthly contract.

Start was uniquely equipped to combine design, experience and technology to help create this ‘new platform’. Distilling insights from the strategic planning work, we developed the design of all customer touchpoints. This ‘go-to-market’ toolset of applications brings to life the freshness of the Virgin brand across the end-to-end customer experience.

235000
Pre-registrations
496000
Number of sessions
1.6
Average session time in minutes

Start and Virgin Mobile UAE were awarded the Best Digital Experience Award across all 38 categories and 76 entrants at the Gulf Customer Experience Awards 2017. The Award is the highest accolade for the Best Digital Experience, across all categories. It recognizes excellence across the Gulf Customer Experience Awards, Gulf Digital Experience Awards and Gulf Employee Experience Awards. We also picked up the Sector Award for Best Customer Experience in Technology and Telecoms.