09/28/2022 | Press release | Distributed by Public on 09/28/2022 03:22
27th September, London: BT Group's Digital unit continues to accelerate the Group's transformation by strengthening its design capability. A new world-class bespoke User Research lab has opened at its London headquarters, and a second will be opening in Birmingham later this year. The new labs will help BT Group better understand its customers and internal colleague needs. Alongside this, Digital also announces several experienced design hires, supporting the unit's strategy to accelerate and modernise BT Group.
The User Research lab, with its launch led by Digital Design Director for Consumer Digital, Conor Ward (previously from British Gas & Centrica), is a new on-site facility at BT Group's London HQ for design teams and BT Consumer's product community to better understand customer's digital interactions, needs and motivations helping the team to design products, journeys and processes for customer ease and convenience.
Several new hires within Digital have been made as the business amplifies its design capabilities.
Across Digital, the Design teams are deploying new 'Design Systems', providing consistent approaches to, and libraries of, design and code assets that support faster and more uniform delivery of design across BT Group's brands. These include the 'Loop' design system in Consumer, and support a wider culture of 'Inner Source' where BT Group teams build once, re-use, and collectively iterate design, data, documentation and code assets across the group to boost productivity and eliminate duplication of efforts.
Beyond repeatable UI components, BT Digital are also taking the same approach to repeatable journeys through a new "Service Patterns" model. This is led by the Service Design team where entire journeys (not just the user interface but the order of steps, how they integrate with the code) are consumed from multiple locations via a single service pattern, rather than being duplicated and repeated for nuanced scenarios.
"In Digital, we are truly customer obsessed and that's why our design processes are rooted in co-creation with our customers. This is how we are constantly reinventing and improving the experience for our customers, and why we are bringing together great digital design talent from around the world so they can lead this from the front and help BT on its journey from a telco to a tech co," concludesHarmeen Mehta, Chief Digital and Innovation Officer, BT Group
For more information on current roles, to learn more and to apply, please visit our Digital careers site.