Rolling out the Stops
Resolving issues in the national rollout of fibre optic broadband.
Site-by-site requirements for laying fibre optic cable and breakdowns in communication between retailers, infrastructure providers, sub-contractors and consumers, meant many households in New Zealand experienced significant delays in ultra fast broadband provision. There was a need, within industry constraints, to try to make the process easier for people. This project was focused on managing customer expectations, keeping them informed as things progressed, and providing options to ensure that once connected their experience waa as good as expected.
Based on extensive research in homes and with apartment building managers, we analysed the customer experience and projected a better future state in a range of scenarios with varying limits on change to business systems and technology. Focusing on self-service, education and expectation management, we sketched a range of web and email interfaces and wrote and tested content with users before launching the new service in late 2016 - “Pocket Guide to Fibre”.
Subsequent projects extended the concept of the guide to include live installation status checks and optimisation tools for home wifi, which were again tested with users.
Project components:
Online:
Pocket Guide to Fibre
For The Service Design Company. Co-worker: Finlay Stevens-Hunt.
Client: Spark NZ
2016
Site-by-site requirements for laying fibre optic cable and breakdowns in communication between retailers, infrastructure providers, sub-contractors and consumers, meant many households in New Zealand experienced significant delays in ultra fast broadband provision. There was a need, within industry constraints, to try to make the process easier for people. This project was focused on managing customer expectations, keeping them informed as things progressed, and providing options to ensure that once connected their experience waa as good as expected.
Based on extensive research in homes and with apartment building managers, we analysed the customer experience and projected a better future state in a range of scenarios with varying limits on change to business systems and technology. Focusing on self-service, education and expectation management, we sketched a range of web and email interfaces and wrote and tested content with users before launching the new service in late 2016 - “Pocket Guide to Fibre”.
Subsequent projects extended the concept of the guide to include live installation status checks and optimisation tools for home wifi, which were again tested with users.
Project components:
- Experience Mapping: the customer journey; visual compilation of insights from in-context user research
- Product Survey: global search and thematic visualisation of patterns in online product education
- Prototypes: paper sketches of user interfaces
- Information Architecture: structure and content for email sequence and online guide
- User testing: card based content testing following the information architecture and communication flow
Online:
Pocket Guide to Fibre
For The Service Design Company. Co-worker: Finlay Stevens-Hunt.
Client: Spark NZ
2016