Together with Fastweb, we formed a multidisciplinary team to design from scratch a new full-digital service model for domestic broadband connectivity throughout Italy, starting with small municipalities.
Together with Fastweb, we formed a multidisciplinary team to design from scratch a new full-digital service model for domestic broadband connectivity throughout Italy, starting with small municipalities.
Media & Entertainment
2020
Fastweb
Italy is a country of many inequalities, including infrastructural ones. One of Fastweb's objectives is to facilitate full, high-performance connection throughout Italy, even in the most orographically disadvantaged provinces.
The new FWA technology is an opportunity to connect citizens and allow access to the network, and therefore to digital services, to everyone, even outside the cities.
Fastweb wanted to create a new internet service based on the latest generation FWA+ (Fixed Wireless Access) infrastructure, providing the customer with a device to be placed on the roof or balcony of their home and to connect via radio to the antennas connected to the fiber optic network. The design of the full-digital service started with an MVP that was then translated into a smooth end-to-end experience.
The assessment activities enabled the identification of the business objectives, the core target and the definition of the service value proposition for the MVP.
The values that the product / service will transmit to the end user have been identified, in order to share a common vision. In addition, the offer plan for the end customer was identified, outlining the different levels of priority with respect to the MMP for launch.
The design pillars reflect the company's values and represent guidelines aimed at ensuring consistency and coherence in the service and experience design.
Connectivity is an element that enables other services: entertainment, work, socializing. For this reason, it must never be a perceived element, and only become evident when human intervention is necessary.
Simplicity of activation, ease of communication and immediacy in resolving critical issues are the elements on which we have focused our design action.
The pain points typical of a full-digital service have been toned down to ensure a smooth end-to-end experience.
The entire service was conceived by putting the user and their needs at the centre, investigated through a series of guerrilla research activities.
The customer's time is considered a precious asset to be protected and this concept pervades the design of the activation and appointment service with the installation technician.
Appointments can be made from one day to the next, cancelled or re-scheduled up to 12 noon of the day before.
A reminder system allows the customer to easily take care of all the preliminary installation tasks, such as making sure that the roof is accessible for the installation of the device.
The service is totally flexible and tailored to the customer's needs.
The connection can be paused for up to 30 days per year: if the customer is away on business or on holiday, they can pause their subscription and billing, and only reactivate it - and resume paying - when they really need to.
The project not only set the standard for future Fastweb services, but also served as a training ground for process innovation, experimenting with interaction patterns, methodologies and tools to be extended to the rest of the organisation, making collaboration more efficient, achieving milestones and creating a true partnership that led to an internal innovation lab.
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