Project: Customer Portal Discovery
Year: 2019
Role: Senior UX Researcher / Senior UX Strategist
Openreach maintain the telephone cables, ducts, cabinets and exchanges that connect nearly all homes and businesses in the UK to the national broadband and telephone network.
Ahead of a full Openreach Customer Portal redesign, we were asked to conduct a discovery phase of research to understand the current state of the portal and identify key personas and user journeys.
A discovery playback that built the framework for a UX Strategy ahead of a full portal redesign along with with 6 key personas and their user journeys.