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The BT Home Hub 5 connects customers to the fibre broadband network. It is the critical interaction focus for the BT brand experience – acting as the advertising icon, playing a key role in the service commissioning process, and is the tangible focal point for home connectivity.

BTs’ VDSL technology made customer self-install technically feasible for the first time, with the potential benefits of an enhanced customer experience and lower costs for BT.

Alloy’s key role was to ensure the realisation of this potential by addressing the behavioural issues related to self-install, without compromising the iconic appeal established by previous Hubs designed by Alloy.

Our experience led approach delivered on every level. For example, a combination of design elements created by Alloy enable Hub 5 to fit through a standard letterbox, eliminating the need to be at home to receive the parcel.

Hub 5 has demonstrably improved customer experience, saved £millions and substantially reduced CO2 emissions. These results have won numerous awards including a Red Dot Design Award, and 3 Design Effectiveness Awards including the Grand Prix, and the Sustainability Award. A more detailed report on its success can be seen here.

If, like BT, you have a complex service and want a market leading user experience, please don’t hesitate to pop through our door.