Virgin Gaming: From 45 steps to 3. How service design serves the bottom line.
Design Strategy
Web Design
User Experience
Project Overview
For Virgin Gaming, dealing with customer dollars and regulatory requirements meant a stringent process was required to check out customer funds from their gaming account. This multi-step process involved customers, customer service agents, internal systems, and payment systems. With so many stipulations in place, the largely manual process meant both customers and customer service reps suffered through each transaction. Let the machines do the work. With a clear understanding of all the processes which needed to be followed, we turned to the task of automation. We identified that we could leverage the APIs of the existing payment and customer support tools and a revised customer service interface and backend to connect all of these requirements, creating a dramatically simplified process for customer service agents, while ensuring all necessary rules were followed. The new customer service portal, focused around a centralized transaction history screen turned a 45 step process into just 3 steps. Automated intelligence. Better still, the addition of rich customer histories, customer service notes, and flags for information or behavioural changes meant that standard transactions by existing customers could be expedited. In addition, potential security issues could be flagged and presented to customer service reps immediately, instead of waiting until the customer requested a withdrawal.Client
Virgin GamingTags
service design
user experience
journey mapping
b2c
intranet
customer service
cost cutting
efficiency
customer experience
hello@agencyspotter.com417 12th St W Suite 110, Bradenton, FL 34205 USA© 2012-2026 Agency Spotter LLC