BT Business was handling complaints across
two outdated systems Agent Desktop and IMP, leading
to slow case resolution and scattered data.
BT Business used to juggle complaints between two clunky old systems (Agent Desktop and IMP), which slowed down resolutions and left data scattered everywhere. We fixed this by moving the whole process over to ServiceNow.
This simplified workflows, cut down on manual busywork, and set things up perfectly for smart automation. On top of that, we brought in GenAI to smooth out the complaints journey even more—making it way easier to take in, sort, and resolve cases faster.
A structured design process combining workshops, user interviews, and rapid prototyping to ensure every design was grounded in real needs and business priorities.
Usability improvements that simplified complex screens, reduced steps by 30%, and led to a noticeable drop in agent support queries.
A reusable UI kit in Figma built on the ServiceNow library to speed up collaboration and ensure consistency.
A full design system with documented tokens, patterns, and accessibility rules, all aligned to GDS standards allowing the team to scale new features fast and clean.
Turned features into stories
Cleared blockers, adjusted scope
Reviewed progress, avoided changes
Presented prototypes, captured feedback
Gathered usability insights
Approved UI, documented edge cases
Improved handoffs, fixed gaps
BT Business was receiving consistently poor reviews on Trustpilot, with customers citing slow complaint resolution
and a lack of visibility into their cases. Behind the scenes, complaints agents were stretched thin managing cases across
two disconnected legacy systems with no unified view, no automation, and constant manual rework.
On-site Discovery: Spent three days at the Glasgow head office with the Complaints Workflow team, frontline agents, and Head of AI to uncover bottlenecks and identify automation opportunities.
User Interviews & Shadowing: Interviewed and shadowed agents in real time, revealing friction such as duplicate data entry, inconsistent notes, and delays from system handoffs.
Stream Analysis: Mapped active complaint streams, assessed volumes, and highlighted high-friction journeys like billing disputes and outage escalations.
Requirements Gathering: Partnered with stakeholders to define business objectives, escalation logic, and compliance constraints.
Ideation Workshops: Led journey mapping and solution sketching sessions, prioritizing high-impact improvements deliverable within ServiceNow.
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