Context
A major UK broadband provider wanted to help more customers diagnose and resolve common connectivity problems through self-service. Over six months, the support experience was restructured into guided web and mobile journeys, supported by a shared information architecture, decision logic, content requirements and error states.
The resulting system progressed into production, connecting broad help needs with relevant checks, setup guidance and assisted-support routes.
The challenge
The provider was moving a large broadband-support estate towards self-service across its website and mobile app. Existing help content needed to be organised around customer needs rather than isolated articles, and the journeys had to account for different products, installation stages, technical outcomes and failure conditions. Customers might need to diagnose a connection, complete a self-installation, locate missing equipment, improve home Wi-Fi coverage or escalate an unresolved fault. The organisation needed a coherent experience that could guide people towards relevant action while remaining consistent and maintainable across channels.
Approach
Support topics were analysed and grouped according to customer intent and troubleshooting scenario. A progressive five-level architecture connected the help entry point with a service area, specific topic, setup task and detailed guidance. Cross-channel mapping also clarified how mobile entry points connected with shared support content.
Each journey was treated as a decision system rather than a sequence of static articles. Connection diagnostics covered identification, automated checks, success, failure and further-support routes. Self-installation logic accounted for incomplete setup, missing or delayed equipment, unsuitable connections and customers who remained unable to continue. A detailed home-connectivity-device journey linked category selection, installation options, completion guidance and FAQs. Content structures, interface states and error handling were documented alongside the maps, giving design and technology teams a shared definition of the intended service.
Solution
The resulting framework combined a clearer support hierarchy with guided diagnostics and setup flows across web and mobile. Customers could narrow a broad broadband problem into context-specific checks or step-by-step instructions, while unresolved cases retained a visible route to assisted support. Reusable journey logic, article structures and state definitions supported connection checks, equipment setup, home Wi-Fi coverage and device installation without treating each scenario as a separate design problem.
