Client & Project
BT - Complete Wi-Fi
Product & Category
Whole-home Wi-Fi hardware system and mesh extender discs for reliable home coverage
Services Delivered
deployed_code
Product design
hardware
Prototype design
factory
Design for manufacture
Brief
BT partnered with Alloy to design Smart Hub 2 and its companion mesh discs, forming the foundation of the Complete Wi-Fi service. As the sixth broadband hub we’ve designed for BT, the system needed to serve both as a national campaign icon and a reliable, everyday product in millions of UK homes.
Outcome: A cohesive whole-home Wi-Fi system combining an iconic, letterbox-friendly hub with seamless mesh extenders and app-led setup, delivering reliable homewide coverage and a frictionless customer experience across BT’s Complete Wi-Fi service.
Key Outcomes
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Tonnes of CO₂ reduced
Reduced carbon emissions by approximately 13,000 tonnes of CO₂ through packaging, logistics, and self-install enablement improvements linked to the Complete Wi-Fi hub and discs programme.0
New customers
Supported acquisition of approximately 500,000 new customers through the Complete Wi-Fi service anchored by Smart Hub 2 and companion mesh discs.0
Self-install adoption
Increased customer self-install adoption by 30% through a letterbox-friendly form factor and app-led setup experience.
Our 6th Hub, the icon of successful service innovation
The BT Smart Hub 2 and its companion disks are the device icons that headline BT’s new ‘Complete WiFi’ service offer. It’s our 6th Hub to feature prominently in a national ad campaign by BT. The main hub is the critical interaction focus for the BT brand experience – after playing its role as advertising icon, it remains in place in the home, playing a key role in the service commissioning process, and in the daily life of the connected home.
For the first time, the Hub is the anchor of a suite of companion discs that work together seamlessly as a single ‘homewide’ WiFi network using ‘Mesh’ technology. A user-friendly app helps customers install the suite of devices and monitor their status. Extra discs can be added at any time. Like our last 2 hubs, both the new hub and the companion discs have been designed to fit through a standard letterbox, eliminating the need to be at home to receive the parcel.
Alloy’s key role was to address the presentation and behavioural issues related to self-install of a suite of devices without compromising the iconic experience appeal established by previous stand alone hubs designed by Alloy.
The companion disc design builds on Alloy’s UX award-winning design for the BT High Street ‘Whole-Home, which we adapted to the specific detailed needs of being given away with the service as opposed to bought on the High Street. The circular element on the main hub creates a strong identity link to the discs, symbolic of the new connected world where winning experiences are delivered by tighly interoperating sets of objects and digital interfaces.
