Rob led the end-to-end strategy, development, and launch of two of Viasat’s digital flagship products for residential customers. “Buy Viasat” and “My Viasat” were completely reimagined and rebuilt with modern CX on modern tech stacks, resulting in extraordinary improvements to customer satisfaction and revenue.
(Rob was initially Product Consultant and later Director of Product at Viasat from 2018 through 2023- see Rob Canning Bio for more info.)
BUY vIASAT
The Buy Viasat e-commerce platform was a game-changer for Viasat’s residential business, generating remarkable revenue growth and streamlining the satellite internet subscription process for residential customers. Rob orchestrated the development and global rollout of the Buy Viasat e-commerce website, achieving a 400% improvement in annual subscription revenue over the legacy signup flow in the US alone (from $15M on the old platform to $60M on the new platform). Additionally, this customizable and extensible platform increased Viasat's direct digital presence, resulting in greatly reduced customer acquisition costs.
Early step in the Buy Viasat checkout flow (click to view full image)
My Viasat
My Viasat represents a significant milestone in enhancing customer experience and satisfaction. As the lead product manager, Rob created the product strategy, then conceptualized and launched this customer success website and app, ultimately empowering users with intuitive tools and resources to manage their Viasat services seamlessly. By reducing agent care costs and elevating app ratings (from below 2 stars to over 4 stars), My Viasat became a regularly used app by the majority of the residential customer base and solidified its position as a cornerstone of Viasat's digital customer interactions.
My Viasat preliminary information architecture diagram
Viasat Stream
Viasat Stream is a unique and innovative machine learning powered video streaming technology, leveraging AI/ML technology to deliver game-changing improvements to residential customers’ video content quality and overall streaming experience. As the driving force behind its launch, Rob spearheaded market research, discovery, and prototyping efforts, collaborating closely with data science and machine learning teams, resulting in a streaming experience that is redefining the streaming experience for Viasat customers worldwide.
Viasat Stream’s data free content library UI