Success Story

Responsive design delivers universal customer service app

Swisscom’s customer selfcare centre is among the most heavily used web apps in Switzerland. The mobile revolution has, however, changed the way customers are using it. With Zuhlke’s help, the service centre was updated to make it fit for the mobile future.


Swisscom‘s online customer selfcare centre has been helping private and business customers manage their accounts for more than a decade. In addition to the existing desktop version, the company wanted to update the web app to provide an improved user experience on mobile devices. The challenge was to ensure the user interface was optimised for all of the many different mobile devices on which it would be used.


Zuhlke and Swisscom put together an interdisciplinary development team consisting of front end developers, user experience designers and a project manager.


The project adopted an agile methodology. The team prioritised more than 400 use cases on 800 web pages provisioned for the mobile web. The solution relied on responsive web design. This involves using a single application to serve the same content for all devices, with the difference in display characteristics across the various devices being dealt with using CSS – a much more cost effective approach than setting up a new infrastructure for mobile devices. The solution means that the client has protected its investment in existing infrastructure and backend integration for the foreseeable future.

By successfully upgrading the app whilst maintaining backward compatibility, Swisscom was able to meet the requirements of customer using both existing systems and new end devices.

Customer benefits

  • A prototype enabled Zuhlke’s experts to make an early feasibility assessment and to identify any project risks.
  • The Zuhlke team managed the process of upgrading the customer service centre from the prototype through to implementation. An agile methodology was used to ensure that the project achieved its objectives.
  • By educating the development team in modern UI technologies over the course of the project, Zuhlke ensured that the client is now in a position to drive future development without requiring external assistance.
  • Rollout led to a significant increase in the number of mobile users.