TalkTalk
Building a brand new mobile platform to drive growth for a leading Telco provider
An experience built to match TalkTalk’s ambitions
TalkTalk is the UK’s leading value-for-money residential connectivity provider, one of the country’s largest broadband providers by customer base, believing simple, affordable and fair connectivity should be available to everyone.
TalkTalk has been delivering Full Fibre, also known as Fibre To The Premises (FTTP), to millions of customers since 2014.
TalkTalk’s vision was to simplify the process of ordering, installing and customising customers’ home connectivity options, and to create a stable platform that would support future business growth. The new app needed to let customers purchase broadband, manage their account, and access services and support with complete ease. Apadmi began work on the front-end application, as well as the middleware powering both the app and the website behind it.
Modern tech, without the trade-offs of cross-platform
The project began with discovery, moving into design and development, with Apadmi’s QA teams running thorough, rigorous testing throughout so bugs could be identified and fixed before the product ever reached customers.
The new app was built on Kotlin Multiplatform with native UI, replacing TalkTalk’s legacy systems. That tech stack and native UI approach gives TalkTalk an elevated user experience across both iOS and Android compared to other cross-native platforms, powered by an experience layer that interacts with external systems to retrieve and process data for the app to consume.
Two clear journeys: sales and service
The app splits into two distinct experiences. The sales journey is a smooth, linear flow taking customers from checking area eligibility and selecting a package through to entering direct debit details and checking out. The service journey lets existing customers get help in forums, view bills, manage account details, make one-off payments, and receive push notifications.
One Touch Switch
One Touch Switch lets users move to TalkTalk without needing to spend time calling customer services, removing one of the biggest friction points in broadband switching.
Accessibility built in
Beyond meeting industry-standard accessibility levels, the app added extra features customers can manage themselves, including requesting bills in braille or with different backgrounds to support customers with dyslexia.
One app, two journeys, no more phone queues
The result is an optimised, high-performing app built around two clear customer journeys rather than one compromised experience, with a comprehensive order tracker spanning 16 unique states keeping customers updated at every stage of their broadband journey.
Self-service features across bills, account management and support are designed to reduce inbound calls to contact centres, while One Touch Switch has simplified one of the most friction-heavy moments in the broadband customer lifecycle.
“Apadmi’s design, development and engineering teams have allowed us to take our proposition to the next level, enabling us to enhance customer experience with an optimised digital product. Their expertise has helped us drive our vision for digital transformation and growth forward.”
–Julie Griffin, Transformation Delivery Director, TalkTalk
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