19%

Stress Increase

by time-to-content delays of
6 seconds

Telekom

Everyone is annoyed by bad Wi-Fi, but only few understand it. In collaboration with the Access-Team of Telekom it was our goal to build a mental model of this very abstract topic and to translate the technical complexity into an easy to understand language. Two years later, we have shaped the topic Home Networking touchpoint for touchpoint in accordance with the customer journey. The result creates an end-to-end experience for the new Mesh Products of Telekom.

  • Our contributions.
  • User Research
  • Information Architecture
  • User Experience Design
  • User Interface Design
  • Motion Design
  • Graphic Design
  • Frontend Development
  • Touchpoints.
  • Telekom.de
  • DSL Hilfe App
  • Speed Home WiFi
  • Packaging
  • Manual
  • Launched.
  • During 2018

01

Inform

Mesh – a new
Wi-Fi technology

Mesh promises what every user has wished for year after year: perfect network connection in the entire house. The Magenta Home becomes the Key Visual of Telekom Mesh and puts the functionality in relation to common technologies, interactively.

Visualizing signal strength and coverage

The color magenta is representative of the product promise. The purer the magenta the better the network. We expanded the scope with light and dark magenta shades to illustrate Wi-Fi signal strength and coverage spanning all touchpoints.

Technology for
every situation

The need for mesh hardware depends on the individual living situation. In the category home network of Telekom.de we therefore focus on the integration into personal living environments.

02

configure

Your personal
hardware needs

Our recommendation logic emphasizes Telekom’s advisory competence. An interactive assistant playfully demonstrates how to determine the perfect hardware for your individual living situation to ensure a comprehensive Wi-Fi experience. The assistant enables the user to add services to the recommended bundle and take it to the checkout right away.

Knowledge-based
recommendation system

The assistant’s advisory concept makes the addition of further product categories possible. Moreover, Telekom is able to gain knowledge about the realistic use and condition of the consumer’s premises and to improve the advisory quality.

Evaluation without loading time and data collection

To carry out our recommendations we neither collect personal user data nor do we generate load times. The complete collection, evaluation and filtering of the products all takes place in the front end.

Illustrations that excite

The animation concept supports the entire advisory process, whereby the graphic world invites you to linger and explore. Based on Telekom’s technical illustration style, the interactive design with its love for detail lends the technical topic an emotional note.

Mobile first. Perfect on every device

Focusing on a precise configuration, we dispose of the navigation and create an app appearance which fluidly adjusts to any screen size. It doesn’t matter whether the user himself is active on his device or the consultant leads through the configuration on site.

Performant and dynamic animations

We used the framework vue.js in combination with Greensock GSAP. The technology allows fluid, dynamic, scalable and seamlessly meshing animations of the highest quality and performance.

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03

Install

Setting up the network

In close collaboration with Telekom’s product development team, we shaped the user experience at one of the most important touchpoints – the hardware itself. The first contact with the promised hardware solution is one of the most important steps in order to ensure a smooth start-up.

Keeping complex requirements simple

The Speed Home Wi-Fi supplies every house with mesh technology and is compatible with any router. In order to ensure a simple user experience while setting up, we worked together with Telekom on the technical design.

Binary LED concept for maximal accessibility

Generally, products communicate nonverbally with the help of signs. The Speed Home Wi-Fi has two different statuses: flashing and shining. This way we clearly indicate the need for action and operation and without color distinction.

For every target group the correct format

Comprehensive step-by-step instructions, clear language and detailed illustrations make the set-up in every network child’s play. A comprehensive manual for those who don't have a smartphone and seamless integration with the DSL Help App make it easy to get started. For everyone. The app utilizes the advantages of the communication with router and Speed Home Wi-Fi and makes the set-up with external devices highly efficient.

Digital meets analog. Two disciplines, one journey

In addition to the digital experience, print communication plays an important role. The words, the process and the delivery must be carefully chosen in order to make the start-up into an experience.

04

optimize

Wi-Fi performance within your own four walls

kpi_instant_fit 600K

Visits

During the first month after relaunch

kpi_user_score 4.5 Out of 5

User score

Average rating on App Store and Google Play Store

New edition of the successful app of 2015. Apart from the redesign, the app was expanded by a number of Wi-Fi gadgets which help users increase the Wi-Fi performance within their own four walls. Thus allowing the app a seamless integration of the mesh products.

The mental model of your network

In the shape of a hectogram we depict up to 720 variations of a network installation. The map gives the mesh network a face and can point out weak spots even in the smallest spaces and can also localize your device in the network.

Find the bottleneck in your network

No more buffering. With one tap find the cause of connection failures. All devices show a clear connection to the internet and can specifically point out connection or speed problems.

An image of your apartment within seconds

We have developed a set of features which enables every user to sketch an image of his living situation on his Smartphone with minimum effort. The layout serves as the basis for the measurement of the Wi-Fi coverage.

The Smartphone measures your Wi-Fi coverage

We create a heat map on the basis of the layout and the Wi-Fi signal strength in order to gain a holistic view of the network situation. The user can then take specific measures for optimization.

Needs assessment based on true measured values

Based on actual measured values, the user can simulate a network set-up and order the number of Speed Home Wi-Fi devices as needed. The interplay of the light and dark scheme lets us differentiate between reality and fiction.

More clarity for internet speed

We were able to identify that the biggest problem for the user lies in the distinction of connection and internet speed. The speed test breaks down the values and evaluates them accordingly.

Contextual tips & tricks boost the performance

The user can take advantage of contextual tips and tricks regarding Wi-Fi coverage and speed. We offer recommendations for direct action and achieve relevance.

Thank
You.

kpi_user_score 9.6 Out of 10

NPS score

Average customer satisfaction of our Telekom Stakeholders

We look back at two exciting years with Telekom and appreciate the trust and close cooperation
We can’t wait to see what will happen in the coming years. Let’s go!

Team Dumbo, December 2018