A modern fibre network with a digital experience stuck in legacy.
YouFibre was building a full fibre broadband network capable of delivering symmetrical speeds up to 10Gbps across 90+ UK towns and cities. But their digital products told a different story. As the company scaled, sign-up flows needed less friction, account management deserved more care, and internal teams were ready for tools that could keep pace with them.
For a company positioning itself as the modern alternative to legacy broadband providers, the digital experience needed to catch up to the network behind it. They needed a partner who could think holistically across mobile, web, and internal platforms — not just make things prettier, but fundamentally rethink how customers and teams interact with the brand.
The new customer portal — service status, billing, plan upgrades, and help, all in one calm surface.
A holistic redesign across four connected workstreams.
We started where we always start: with the people actually using the product. Through strategy workshops and UX research, we mapped the full customer journey — from first hearing about YouFibre to managing their account months later — and identified the moments that mattered most.
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Mobile App (iOS & Android)
A customer-facing app that makes managing broadband effortless — check speeds, troubleshoot issues, manage billing, and get support without picking up the phone.
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Customer Web Applications
Streamlined web platforms for sign-up, plan comparison, and account management — reducing friction in the acquisition funnel and making self-service intuitive.
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Internal Tools & Dashboards
Rebuilt operational tools for frontline and support teams, designed to surface key info quickly, in the right context, and eliminate manual workarounds.
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Product Strategy & UX Research
Evidence-led discovery informed every design decision, from competitive analysis of the UK broadband market to user testing with 100+ YouFibre customers.
For the app, we focused on the moments customers actually live in — order tracking during the install window, broadband health at a glance, and bills that read like a friendly statement rather than a phone bill. We designed for both the anxious new customer and the established subscriber who just wants to pay and move on.
A snapshot of the redesigned app — install tracker with Mick, support chat, referral cash-boost, total-loss-of-service flow, in-app loyalty game, and the dashboard that ties them all together.
A digital ecosystem that finally matches the speed of the network.
Customer acquisition flows are now smoother and more conversion-friendly. The mobile app puts subscribers in control of their broadband experience. And internal teams have tools that actually help them move fast — critical for a company scaling across the UK.
Dozens of screens across onboarding, billing, and account management — one consistent system from first install to long-term subscriber.
The team didn't just deliver pretty screens — they rethought how our customers and our staff actually use the product. Every release moves a real number.Product Lead, YouFibre