nbn
Satellite
Outcome:
First nbn product to be launched where meeting the customer insights were a key input to the product launch process. The Product achieved a customer satisfaction score of 8/10 till end 2016. Which was the highest satisfaction score for a product at nbn at the time.
Aim: Provide telecommunication connectivity for the most remote communities in Australia
Released in Oct 2015
My involvement:
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As the lead customer experience designer scope and plan the design approach for the project
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Deep-dive research into customer and retail service provider needs and expectations
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Design of the product, ordering and assurance services
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Co write the product specs with the Product manager
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Validation of the specifications before build
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Pre launch validation of the product and service as part of experience jams and testing with users.
Lessions learnt:
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Significant research effort to uncover needs, pain points and expectation of very remote communities
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Balancing desirability and viability was tough due to the remoteness and size of customer base. As the customer experience designer I needed to ensure empathy for users was in front of mind each stage of the project
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Highly technical in product development, as the designer I needed to familiarise with satellite technology to have meaningful conversations with engineers