Laying the foundations for a connected Britain
Client
Openreach
Agency
BIO
Project type
End-to-end service design, business model innovation
Role
Creative Innovation Director
Challenge
Following its split from BT, Openreach needed to reassess its disconnected wholesale model and B2B2C service if it was to hit the Governments ‘digital Britain’ target, and rollout FTTP (Fibre to the Premise) broadband to 4 million homes and businesses by 2021.
Approach
A combination of design-thinking methodologies helped to reframe technical, operational and systems-based friction points in a human-centric way. By mapping the service through the full order and fulfilment process, complex user needs were translated into opportunities, creating a future vision for the ultimate connected experience.
Outcome
A human-centric digital journey for FTTP to galvanise the business, it’s partners and workforce. By bringing to life the shared benefits of improving the service process for all, business units were aligned to resolve high impact issues, and work together to deliver an open, transparent network experience for the end customer.