A mobile-first flow enabling Bell customers to add Internet, TV, or Home Phone without calling support—reducing friction, improving clarity, and supporting Bell’s digital-first strategy.
Content
Residential Fibre configurations vary depending on local technology: Fibre to the Home (FTTH), Fibre to the Neighbourhood (FTTN), or Fibre to the Home – Pair Bonding (FTTH-PB). Without tailored guidance, self-installation can be complex and error-prone.
Customers may receive their equipment by shipment if Fibre is already connected in the home, or from a technician following a new Fibre-line installation. Professional installation is also available for a fee and scheduled at the customer’s convenience.
The MyBell App self-install flow launched when the customer scanned a QR code linked to their account. This triggered a guided setup path customized to their specific Fibre configuration, with clear visuals showing compatible ports in their home. The flow also enabled in-app appointment booking and management for Fibre installation.
Research Findings
“As a Customer, I need setup instructions tailored to my exact configuration so I can install the service without confusion or extra calls.”
“As a Product Owner, I need to support multiple installation scenarios in one flow without overwhelming the customer.”
Impact
The self-install experience improved customer autonomy and reduced dependency on professional installation. Customers with existing Fibre infrastructure could activate their service faster, while tailored instructions reduced setup errors.
By integrating appointment booking directly into the app, customers gained more control over their schedule, resulting in higher satisfaction and fewer missed installations.
