Omnichannel reset for a UK top 3 telco_

The Challenge

Three are in the middle of a 5-year transformation with objectives to double the size of the business and reach +40 NPS by 2021. They also have a burning ambition to become the UK's best-loved brand.

The opportunity

We saw that transforming technical infrastructure wasn’t enough and advised Three to create a customer-driven programme. Three engaged BIO to lead a three-year end-to-end transformation that would move them from multichannel to omnichannel and give them what they needed to achieve their business goals.

The Results

  • 90%+ scoring in user testing
  • Full experience going live in 2020
  • Agile processes introduced at Three

Case Study Video

an end-to-end omnichannel experience

We used our unique take on the three-stage agile process, Discover, Define, Deliver. Customer and competitor research, interviews with stakeholders and store staff, focus groups and call centre interviews gave us the insights we needed to create transformation that works for everyone who interacts with the business.

Five cross-discipline experience design squads took on the end-to-end customer journey: Explore, Join, In-life, Get help, Leave & Hygiene, with governance and consistency leadership across the whole programme.

three website

Our 50 specialists – BAs, CXs, UI designers, product owners and scrum masters – delivered 49 omni-opportunities based on customer, in-store and contact centre analysis.

BIO led the entire programme, creating an end-to-end omnichannel experience bringing together all digital customer-facing channels, call centres, high street stores, and internal processes at Three HQ.

49 omni-opportunities_

Let’s make something happen_

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