Openreach

CUSTOMER PORTAL DISCOVERY

Openreach-hero

ABOUT

Client: Openreach

Project: Customer Portal Discovery

Year: 2019

Role: Senior UX Researcher / Senior UX Strategist

WHO ARE OPENREACH?

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.

THE BRIEF

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.

CURRENT PORTAL

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WHAT I DID

  • 20 Stakeholder Interviews
  • 10 Customer Interviews
  • Persona Building
  • Insights Presentation

THE RESULT

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.

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