Petteri Hiisilä from Nokia Siemens Networks and Teemu Äijälä from Fjord discuss how the two companies jointly created a software-as-a-service solution to help telecom operators measure, visualize and manage the user experience of mobile network customers.
Fjord used a design-by-prototyping approach to facilitate design thinking with the product owners, while NSN UX Lead introduced and spread a goal-directed design process inside the organization.
10. Customer Experience Management
on Demand
An online service for telecom operators.
One common view to customer (subscriber)
experience, customer revenue and device/network
performance.
Designed for marketing, product/service
management, quality assurance, customer care and
operations.
DEMO
12. Initially no code libraries to support great UX.
Feasibility and evaluation challenges of Big Data.
Creating rapport & trust to have a f2f dialog with big
customers.
Integrating design with engineering: mindset and process
renewal.
Multi-site, multi-culture, multi-history...
Recruiting internal senior designers is hard and time-
consuming.
Challenges in a UX transition
13. Choose. Your. Battles.
• Successful first two pilots are critical!
• Internal project: “iFSM” won 2 innovation awards in 2011
➡ Design gets visibility, creates buzz
➡ Fjord selected mid 2011 to accelerate design for CEM
16. 1) Define a fixed contract
2) Gather “user insight” up front
3) Design the concept and wireframe
4) Prototype and present
It is way too easy to get into illusion of an agreement.
This workflow needs close collaboration and
communication.
First we tried this:
26. NSN’s global design
organization
GUI Board
Budapest
Site
FjordUX company
Weekly meetings, P2P support community
Special projects, bootstrapping design, teaching and continuous
design support
Pattern libraries
GUI component libraries
Training
Design and visual guidelines
(Noteworthy: marketing too creates personas and prototypes today!)
Tampere Bangalore Site n
Local designers Local designers Local designers Local designers
UX company
Site
Site