A  project by BT to redesign and automate their business products and services into online self service e-commerce journeys which were previously processed manually by a call centre agent.


BT had invested heavily in new call centre agent desktop software, and it was their initial plan to base the online solution on the functionality provideded by this system.


We were responsible for the end-to-end user experience of the e-commerce journeys, which involved taking the functionality already provided by agent software and translating it into a suitable customer friendly solution, based on the BT Corporate style guide.


We worked within a remote team to gain a considerable understanding of the complex systems, processes and scenarios necessary for each type of order journey, and then translating them into user-friendly high fidelity prototypes.


I also worked with front-end developers to deliver the standards based finished HTML for each journey. Javascript prototypes of order journeys were created and then user tested by an external agency. Based on feedback from user-testing iterative improvements were made to subsequent designs.

In Detail


Business Analysis
Low & High Fidelity Wireframes
Usability Studies




UI Centric for BT Plc



Have a project in mind ?

Get In Touch
Privacy Settings
We use cookies to enhance your experience while using our website. If you are using our Services via a browser you can restrict, block or remove cookies through your web browser settings. We also use content and scripts from third parties that may use tracking technologies. You can selectively provide your consent below to allow such third party embeds. For complete information about the cookies we use, data we collect and how we process them, please check our Privacy Policy
Consent to display content from - Youtube
Consent to display content from - Vimeo
Google Maps
Consent to display content from - Google