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VIRGIN MEDIA · TELECOMMUNICATIONS

A next step when support gets complicated.

Content, navigation and troubleshooting logic for guided support across web and mobile.

Implemented on web and appFull story available privately
Virgin Media project cover

MY CONTRIBUTION

The work, in brief.

Worked on support architecture and decision logic with UX, UI, content and technology colleagues.

Design the next step and the exception.

Mapped the branches and recovery states needed when the expected path does not resolve the problem.