BT planned to launch a new, market-leading broadband product specifically for small business owners. We partnered with internal product and technology teams to shape this new service from the ground up, transforming a strategic concept into a validated, prioritised, and actionable product roadmap.
Research & strategic analysis
Every decision, backed by research and measured for success.
We began by analysing the competitive landscape to uncover market gaps and opportunities for differentiation. This research formed the bedrock of our strategy, fueling collaborative workshops where our cross-functional team translated insights into tangible user flows and creative concepts.
To ground our design in tangible outcomes, we established a robust measurement framework. By tracking both business KPIs (conversion rates, order value) and customer experience metrics (engagement, satisfaction), we ensured every design decision was purposeful and directly contributed to measurable success.
Product design
We began by redesigning the information architecture, simplifying navigation and streamlining the order process to create a more intuitive user journey. From there, we moved from low-fidelity wireframes into high-fidelity prototypes, using our initial pitch concepts as a creative springboard.
The goal was to develop a modern and engaging theme that remained true to the brand’s familiar aesthetic. Throughout the process, we used rigorous user testing and stakeholder feedback to validate every decision, ensuring the final product met both business goals and us
We brought the new digital experience to life through a compelling vision video, helping Wagamama communicate their vision and creative direction within their organisation.
Results
Our collaborative partnership enabled BT to define, de-risk, and accelerate the launch of their new SME broadband offering.
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A Validated Product & Service Proposition: The final Service Blueprint provided a clear, customer-validated proposition that aligned all internal teams, from marketing to operations, around a single, powerful vision for the new SME service.
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De-risked Investment & Prioritized MVP: The prioritization framework enabled BT to define a robust Minimum Viable Product (MVP) focused on the features that matter most to SMEs, ensuring initial investment was targeted for maximum impact and de-risking the product launch.
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Secured Leadership Buy-In: The clickable prototype made the future service tangible, demonstrating its value to senior stakeholders and successfully securing the green light for full development funding.
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3-Month Acceleration in Development Readiness: By delivering a comprehensive and prioritized JIRA backlog, we eliminated ambiguity and enabled the development team to begin work immediately, shortening the time from strategic approval to the first development sprint by an estimated three months.
