Telecoms.
Customer expectations are changing as quickly as technology, massively impacting the telecoms industry. Simply selling routers, towers and boxes is not enough to survive, as margins on hardware are becoming increasingly slim. It’s time for people in the ‘hardware’ industry to realise that they are actually service providers. How can companies adapt and innovate to set themselves apart?
Service Design in Telecoms
We work with telecoms companies to improve services and co-create innovative user experiences.
Through our design-led, human-centred approach we can help you shape the future of telecoms. Our services range from the initial design research to overall service design and organisational transformation. We work with you to deliver a new customer experience in and across your customer touch points. We use service design to help you deliver a great experience.
Telecoms Case Studies
See the companies we have helped in the Telecoms Sector
Spotless travelled to locations across the country where locals regularly experienced poor or no network signal, and conducted focus groups to surface people’s perceptions of and attitudes towards signal strength.
Redgate are a leading provider of Database tools such as SQL Compare, SQL Monitor and SQL Prompt. Redgate approached Spotless with a view to defining future experiences in how database administrators and developers would manage their databases. Specifically, this would be around the new area of Database Lifecycle Management.
Telefonica asked us to conduct some independent desk research to equip them with guidelines related to best practice in user experience and design principles for video related to customer service applications. They required an expert review of video guidelines to help shape the Minimum Viable Product (MVP) features of a customer service application for businesses, and to inform UX requirements for developing video customer service applications going forwards.
Skype asked Spotless to conduct user research in order to help the user research team with some insights on how to redefine and inform the existing information architecture on the Skype support website
Through customer interviews on one of their existing Nokia apps called the ‘Wellness Diary’, we provided insight into the UK market to understand how this type of service might be used.
Telecoms Service Design and UX Insights
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