Mitul Chauhan | Copywriter | Content Writer

— Role

Copy, user research, stakeholder engagement

— Brand | agency

Virgin Media | Somo

— Sector

B2C: telco

— When

Sept 2020 to Apr 2021

Virgin Media hired Somo in 2020 to transform its digital experience across multiple product areas. The first programme of work was a series of agile sprints to improve its TV subscriber customer service.

As senior UX writer, I collaborated with designers, product owners, developers and clients, to create and test new online self-serve experiences. These ranged from TV fault troubleshooting guides to product innovation propositions. I was also responsible for recruiting other writers and training them on the Customer Care tone of voice.

The first new experiences were built in under three months and helped to reduce inbound call volumes and annual operating costs.