Having started in 2017 with the slogan “simply.better.TV.” freenet TV aimed at facilitating access to HD quality television programming. In order to reach this goal, a transformation of traditional processes to a consistent digital strategy was required. The latter allows for constant customer support at all important points of contact along the user journey. The freenet TV customer account is a central part of the service. Its intuitive UX design provides easy customer access to the core product.