BT Mobile

Building a mobile product portfolio and proposition

Lead Experience Designer

THE STORY

BT’s Consumer division supplies telephony, broadband and television subscription services in Great Britain to around 18 million customers.
In March 2015 BT expanded its product portfolio by moving back into
the consumer mobile market. SapientNitro, London was engaged to deliver the 3 phases of their e-commerce mobile proposition.

Phase 1: SIM-only, Phase 2: Handset and plan, Phase 3: Family SIM.

THE OUTCOME

Increased netpromoter score. Benchmarked CX approach adopted across the business for new products under development.

APPROACH

  • User research

  • Competitor analysis

  • Stakeholder workshops

  • Digital roadmap

  • User flows & experience mapping

  • Requirements gathering

  • Concepting

  • Wireframes

  • Prototyping

  • Lab and remote user testing

  • Functional dev specification