BT Group: Reducing developer support tickets through self-serve admin tooling

The Overview: Project Review and Learning (PRL) is an internal tool used across BT Group, including BT, EE, BT Business, Plusnet, and Openreach, to gather feedback on completed projects. Team members use PRL to submit insights and reflections, which are then aggregated to support structured retrospectives.

The Problem: The development backlog for PRL contained numerous requests for minor backend changes. However, PRL admins lacked a dedicated interface and were dependent on developers to make these updates via SharePoint. This dependency introduced delays and added unnecessary strain to the development team.

The Solution: I took the lead in designing a dedicated admin dashboard that empowered PRL admins to manage configurations independently, without relying on developer support. This solution reduced the developer ticket backlog by around 20% and significantly streamlined internal workflows.

The initiative began with a single-page concept proposed by the Product Owner. However, I quickly recognised that the required functionality was more complex than initially assumed. Multiple features, interactions, and scalability considerations would need to be addressed to ensure long-term usability and maintainability.

I proactively expanded the scope of the design, proposing a more scalable and flexible interface. I led the end-to-end design process, collaborating closely with the Product Owner, Project Manager, two developers, and QA to deliver a solution that met both current and future needs.

Full case study coming soon.