First 30 Days of 4G - Service Design
The first 30 days of a service are when customers will form habits and interpretations that they will then carry with them throughout their relationship with the service.
With this in mind, Jio briefed us to look at the first 30 days of the service, looking across all platforms (apps, SMS, email notifications, .com) in order to identify pitfalls. We then wrote briefs based on these pitfalls for short sprints and designed these experiences.
- Working in an agile environment, onsite
- Stakeholder engagement and presentation
- Defining briefs based on common pitfalls
- Designing experiences across all service platforms - apps, SMS, email notifications, .com
- Overseeing and helping a junior experience planner
Customer Experience Objective
I can’t wait to be part of Jio - I need to know how I can get set up, and all the ways I can make the most of my digital life. I’m excited to keep exploring once I’m in.
Business Objective
Customers are informed and empowered to self serve. Customers are excited and trusting of new Jio service and free apps. Ultimately, customers feel reassured about their purchase and become advocates of the new Jio brand suggesting Jio to their friends and family.
MiFi - Manage Connections
Customer’s carry the MiFi device on their person and can connect any 5 or 10 devices (depending on the plan) at any one time. If they want to connect their friends and family (not by WPS) they need to have the SSID & password to hand in order to share, which is currently printed behind the battery. They need to share the connection details and see how many devices (max 5/10) are connected.
Order tracker
Customers who have purchased a smartphone, SIM or MiFi device will have a waiting period as their package is delivered. Keeping the customer updated on where their package is will alleviate some concern and reduce PTC. However this is also an opportunity to reassure the customer of their purchase and build anticipation of experiencing 4G
Changing behavior of data consumption
In the Indian market, a common customer behavior is to ration data, purchasing data as and when they need to use it. The new Jio service provides an excess of data at a competitive rate. As a result, it may be necessary to communicate to customers who may be under or over using their data. Below is a diagram that we provided Jio with in order to communicate to the right customers at the right time in their journey over the first 30 days.
