Case Study: Virgin Trains boosts online sales and customer experience with Inviqa

Virgin Trains boosts website sales 80% with Inviqa

Virgin Trains, a major train operator, needed to improve its omnichannel customer experience and grow online revenue. Their challenge was to re-engage customers and enhance the end-to-end journey, from initial travel consideration through to booking and ongoing engagement. To meet their digital KPIs, they partnered with the vendor Inviqa for experience design services.

Inviqa worked as an integrated part of the Virgin Trains team to own the design and ensure a consistent cross-platform experience. Their solution involved making tactical improvements to the purchasing funnel and conducting ongoing A/B testing. The results were significant, including an 80% uplift in website sales during seat sales, a 23% increase in clicks to family offers, and a 4% conversion increase from a single improvement to choosing train times.

Virgin Trains