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.



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



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.