Openreach
Openreach looks after the network of fibres, wires and cables that connect people across the UK. On behalf of over 600 service providers (such as Sky, TalkTalk, Gamma, BT and Daisy) Openreach maintains the local access network that's available to 31.8 million customers, supporting 300 million telephone calls and 350 million internet connections every day.

Promblem
The existing set up was confusing and complex. With multiple individual sites maintained on different CMS systems, the navigation was confusing not optimised for users or search engines.

Looking for answers
We ran 6 workshops and spoke than 50 keypeople across the business to gain a better understanding of Openreachs' business requirements for the website including:

— Functionality
— Content
— Ongoing management
— User requirements
— Understanding key existing user functionality
— Determine key new user journeys

Solution
In summary Openreach need to build a reputation as the go-to destination for information on broadband in the UK. Drive uptake of the Openreach network and services. We decided to consolidate all the sites into a single user centric portal that would inspire, educate, service and support 5 key user groups:

Customer service team
A customer focussed approach is needed to show empathy to end users and support commercial objectives and brand reputation in the community.

Product team
Drive customer demand and uptake of the network by better communicating products to targeted customer groups.

Corporate affairs team
To set Openreach apart from it’s competitors and put forward an innovative and best in class website. The go-to industry source for anything to do with broadband and new broadband technology.

Our network
Become the destination for building, maintaining or making changes to the Openreach network infrastructure. Increase the enquiries regarding our services through self serve.

Community fibre partnerships
Increase the number of Community Fibre Partnership (CFP) enquiries. Support communication between community leads and their communities.

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hello@davith.co.uk
+44 (0)7825393869