Overview & Challenge

BT Global, a division of BT Group, provides critical network and IT services to multinational corporations worldwide. As a leading telecommunications company, BT Global faces unique challenges in delivering complex, tailored solutions to high-profile clients such as Nestlé, HSBC, and Bridgestone across their global offices.

Project Goal

The primary goal of this project was to redesign the end-to-end journey for BT Global’s B2B business model, focusing on enhancing the user experience of their service portal. The existing system, based on ITIL 3/4 frameworks, required clients to navigate multiple journeys depending on their subscribed products, including incident management, query management, problem management, and resolution management.

My Role As A Senior Service Designer

As a Senior Service Designer for BT Global, my role was crucial in reimagining and streamlining these complex service interactions. My key responsibilities included:

– Designing comprehensive end-to-end journeys for the B2B business model

– Creating internal and external user journey maps to visualize the client experience

– Developing detailed service blueprint maps to align internal processes with customer touchpoints

– Crafting process flow maps to optimize service delivery

– Collaborating with multidisciplinary teams, including UI designers, developers, and product owners

– Ensuring the design adhered to ITIL 3/4 principles while improving usability

– Presenting design concepts and progress to stakeholders

– Facilitating workshops to generate innovative solutions and align team efforts

Key Deliverables 

– Service Blueprint Map

– Internal & External User Journey Map

– Design Workshop Reports 

– Stakeholder Management

Outcome & Results

The project outcomes were significant, resulting in a more intuitive and efficient service portal for BT Global’s multinational clients. The redesigned user experience streamlined access to various service management products, reducing complexity and improving client satisfaction. The new design also enhanced BT Global’s ability to deliver tailored solutions across their clients’ global office networks.

This project demonstrated BT Global’s commitment to leveraging service design to improve B2B customer experiences and maintain its position as a leading provider of global network and IT services. The success of the redesign has set a new standard for B2B service portals in the telecommunications industry, reinforcing BT Global’s reputation for innovation and customer-centricity.