Biffa – MyBiffa Explainer Videos
Biffa's existing myBiffa customer portal videos no longer reflected the platform's evolved experience or updated brand identity. What began as launch content introducing a "new" product had grown outdated as myBiffa became an established self-service platform for SME, corporate and broker customers and the Digital Products team needed a more modern, streamlined approach to transform them into engaging welcome and onboarding content.
Our Solution
We repositioned the myBiffa videos from launch-focused explainer content into concise, customer-centric onboarding experiences.
A full audit of the existing video assets, messaging and workflows was undertaken to assess:
- What content could be retained
- Which customer journeys had evolved
- How the updated myBiffa interface and refreshed Biffa branding should be represented
The new creative direction focused on:
- Simplifying the narrative structure
- Highlighting the most valuable customer features
- Creating a more polished and intuitive user journey
- Aligning visuals with the updated portal UI and brand refresh
We also explored the consolidation of audience messaging into two streamlined video versions – SMEs and Account Managed Customers and introduced a third ‘sales’ version to equip the Distribution team with a powerful visual tool to explain the platform to prospective customers.
The Impact
By evolving the videos from launch assets into evergreen customer enablement tools, the project delivered a more modern and engaging onboarding experience, while improving consistency between the customer portal and branded communications. Sales and customer success teams gained greater flexibility, alongside simplified audience segmentation and content management and customers were left with increased clarity around the value and functionality of the myBiffa platform.
Together, these changes helped position myBiffa as a mature, user-friendly digital platform that gives customers greater control over their waste management services, anytime and anywhere.