This paper describes results from the first stage of a long-term study of people's use of ICT (information and communications technology) products and services in the domestic environment. It is part of BT's ongoing commitment to understanding, modelling and meeting the needs of its residential customers. At one level the research has already generated significant knowledge that has led directly to commercial benefit; at a second it has validated a number of research methods needed to capture the data to build a rich picture of people's actual as well as reported behaviour. At a third level it has also generated significant new scientific knowledge about the use of ICT products. The next step is to build on these successes using a 1000 strong UK household panel to build an unprecedented and unparalleled understanding of how and why people purchase, adapt and adapt to ICT as UK society moves into the 21st century.
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