Enter password to view case study
BT Group is one of the world’s leading connectivity service providers, managing some of the UK’s best-known technology brands, including BT, EE, Plusnet, and Openreach. With over 100,000 employees and operations in around 180 countries, BT continues to play a vital role in building the UK’s digital future.
In 2022, BT underwent a major digital transformation aimed at modernising customer experience, aligning its digital channels with the new BT brand identity, and improving usability and accessibility across platforms.
An external case study by EPAM Systems highlights how BT Enterprise optimised its Adobe Experience Manager platform to enable more agile delivery and faster deployment of digital components, improving both delivery speed and consistency across BT’s ecosystem. My design work directly supported this broader transformation effort by focusing on UX consistency, redesign of web interfaces, and development of adaptable digital components in line with the new brand direction.
Project
BT Enterprise
BT Group plc Annual Report 2022
These updates helped establish a cohesive, modern, and accessible digital presence across BT’s ecosystem, supporting the company’s long-term strategy of digitisation, automation, and simplification. In FY22, BT reported record improvements in customer satisfaction and identified its new Digital unit as a key enabler of innovation and simplification — a vision this project directly contributed to.
Role: UI/UX Designer
Scope of work:
Conducted research and competitor analysis to identify usability gaps
Redesigned and created web pages using the new BT design language
Built wireframes and high-fidelity designs following accessibility standards
Collaborated with brand, content, and technology teams to align goals and execution
Maintained stakeholder communication to ensure balance between business needs and user focus
Led ideation sessions based on research insights
UX Research
+
Collaborative ideation
+
Implementation
& Optimization
Analyzing competitors and performance metrics to define user experience improvements
Business mobile deals for BT customers
Partnership overview page
Connecting stakeholder insights, user data, and independent research to define design direction
• Research-driven design creates alignment between user needs and business goals
• Collaboration across brand, UX, and content ensures speed and consistency
• Simplicity and scalability are essential in large-scale design systems
• Data and feedback fuel continuous improvement
