Senior Service Designer – BT Global
BT Global is the international division of BT Group, a leading British multinational telecommunications company. Operating in approximately 180 countries, BT Global delivers managed networked IT services, including networking, cloud computing, and security solutions, to multinational corporations and government organizations worldwide. In recent strategic shifts, BT Group has been exploring options to streamline its operations, including potential partnerships or sales of parts of its global division, aiming to focus more on its domestic market.
Background
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.
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.
Solution
My Role As A Service Designer
As a Senior Service Designer for BT Global, my role was crucial in reimagining and streamlining these complex service interactions. My key deliverables included:
- Service Blueprint Map
- Internal & External User Journey Map
- Design Workshop Reports
- Stakeholder Management
Outcome
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.
All designs and artifacts related to the projects are covered by an NDA with the organisation, but they can be shared and demonstrated upon request during the interview discussion.
Delivered for
Let’s Humanise Digital Experiences!
