Case study: 

Virgin Megastore E-commerce - Building a new omnichannel company

A portfolio of 12 projects

from front-office and PIM through to supply chain and customer service set-up

In order to deliver a portfolio of 12 sub-projects involving over 100 internal and external stakeholders, on time and within budget, it was essential to establish a rigorous program governance and adequately on-board each member of the project team.

This enabled everyone to both embrace their role within the project and understand the importance of their contribution to its overall success.

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Customer-centric design

When designing the user experience of the responsive e-commerce website, it was essential we gave due consideration to Virgin Megastore’s repositioning as a leading lifestyle destination.

We applied a customer-centric framework to create the personas, customer journey and wireframes. This was important to ensure the right balance between concept store aspirations and the need to both satisfy and convert a culturally diverse customer base.

We then worked with an award-winning international design team in bringing the online store to life.

Virgin Megastore composite on tablet

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Driving the delivery

In parallel to managing the delivery of the online store program, we supported internal teams in the setup of their multichannel retail operations by designing the end-to-end processes and providing subject matter expertise during their implementation.

This included providing strategic guidance on the company’s change management program to empower employees and develop a sustained omnichannel culture.

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