My BT account

Overview

The project’s objective was to enable existing BT customers to better self-serve within their account area. Currently, if customers want to change their package they have to call BT.

My BT has many stakeholders, each with their own vision and objectives. So my first task was to run stakeholder workshops to get consensus on the vision and business requirements for My BT project. Also to make sure user needs were captured, I ran usability testing sessions with BT customers. The output during this stage were user journeys, signed off core diagrams and a concept prototype.

The end result was an improved my account area where customers can manage their products, upgrade their package, add bolt-ons and pay their bills.

During the production phase I produced detailed annotated wireframes and clickable prototypes for usability testing.