TalkTalk
Building a brand new mobile platform to drive growth for leading Telco provider
Services
Key achievements
Built new cross-native app with elevated UX, accessibility and customer journeys
Self-service features that will reduce inbound calls to contact centres
One Touch Switch provides seamless switching process for users
Unique, comprehensive order tracker with 16 unique states that keep customers updated on their broadband journey
What you need to know
TalkTalk is the UK’s leading value for money residential connectivity provider, believing simple, affordable and fair connectivity should be available to everyone. TalkTalk have been delivering Full Fibre also known as ‘Fibre To The Premises’ or FTTP to millions of customers since 2014.
TalkTalk’s vision was to simplify the process of ordering, installing and customising customers’ home connectivity options. They wanted to create a stable platform that would allow for future business growth. The new app needed to enable customers to purchase broadband, manage their account, and access services and support with complete ease. As a result, Apadmi began working on their front-end application, as well as middleware on the back-end of the app and website.
What we did
The project began with discovery phases, leading onto design and development. Apadmi’s QA teams carried out thorough, rigorous testing to ensure iterative improvements could be made to the product, while ensuring any bugs could be identified and fixed before the product went live. The new app was built on Kotlin Multi Platform with native UI, replacing legacy systems used by TalkTalk. This new technology stack and native UI approach allows for an elevated user experience across both iOS and Android compared to other cross-native platforms.
The new app features an experience layer, which interacts with various external systems to retrieve and process data and that is then consumed by the mobile app.
How we moved the market
The result is an optimised, high-performing app that consists of two distinct user journeys; sales and service. The sales journey is a smooth, linear flow that supports customers right through from checking area eligibility and selecting a package to entering direct debit details and checking out. The service journey allows existing customers to get help in forums, view bills, manage account details, make one-off payments, receive push notifications and more.
Another feature built to improve customer experience is the ‘One Touch Switch’ process which from September 2024 will allow users to easily switch broadband providers without the need to spend time calling customer services. In addition, the TalkTalk app was not only built to industry standard accessibility levels, additional features were also added and made manageable within the app. For example, customers are able to request their bill in brail, or request bills with different backgrounds to help those with dyslexia.
With the app launching to market in Summer of 2024, Apadmi and TalkTalk continue to work together to further develop exciting new features to continue improving customer experience, driving further business growth for TalkTalk.
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