BT

UNDERSTANDING HOMEMOVERS

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ABOUT

Client: BT

Project: Understanding Homemovers

Year: 2019

Role: Senior Service Designer

WHO ARE BT?

BT are a multinational telecommunications company with operations in around 180 countries. They are the largest provider of fixed-line, broadband and mobile services in the UK, and also provides subscription television and IT services.

THE BRIEF

From the 651,000 homemover orders BT experience, 44% (287,000) leave within the first 20 days of their home move. Analyse the current homemove experience to understand how the experience can be improved upon to stop churn and look to understand why customers are choosing not to move with BT.

WHAT I DID

  • Competitor Audit
  • Online Purchase Journey Analysis
  • Phone Purchase Analysis
  • 2 x Customer Workshops
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THE RESULT

An insights presentation with BT to show them the key areas to be improved upon in the current homemovers journey. 

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