CareLink
A seamless digital upgrade experience for vulnerable telecare users
Product Design
Service Design
Concept Design
Nov 18, 2024
Overview
The public switched telephone network (PSTN)
The challenge
For decades the PSTN (public switched telephone network), built on traditional copper lines, has been the backbone of UK voice telecommunications. It’s outdated, and ready for transformation.
The PSTN’s become outdated and difficult to maintain. Skills and parts are increasingly difficult to come by and new digital services like Voice over IP (VoIP)...have become increasingly popular. - BT Openreach Business Insight
BT is replacing PSTN with a fully digital, IP-based system in the UK by 2025 to deliver a faster, more reliable network
Development
Ensuring safety during the transition
The digital upgrade poses risks for vulnerable customers such as the elderly and disabled. They rely on analog lines for critical telecare services such as pendant alarms and lifeline monitors.
The problem area focuses on helping these users keep connected during the UK-wide digital line upgrade.
Solution
A telecare upgrade experience that supports the vulnerable, their families and aids agent support.
A user-friendly in-app experience was designed to support vulnerable broadband customers through a critical digital line upgrade. The solution includes:
Home Screen Alert - A prominent widget informs users about the migration and its implications.
Onboarding Explainer - A clear guide walks users through the upgrade process.
Device Checker - API-powered checks ensure device compatibility.
Engineer Booking - Non-compatible devices trigger an option to schedule an engineer visit.
Confirmation - Engineer appointments are confirmed, with follow-up steps like recycling old devices introduced.
This streamlined approach ensures a seamless and supportive user experience.
Tim Carter, BT Design Lead
The result
...leveraging existing infrastructure and APIs, it can deliver measurable outcomes, including higher engagement and satisfaction across thousands of UK users.
Will be impacted by this positive UX change
Visitors every month
