Installing and setting up digital products or services can be somewhat of a nightmare.
We’ve developed a concept that supports clients in installing their TV, landline phone, wireless internet services and all required hardware.
Installing TV, telephone or internet services proves to be difficult for the majority of people. Support by a helpdesk or on-site technician is very costly for a provider like KPN and does not help to achieve a positive brand image. We were asked to look for an integrated approach to tackle these issues.
We committed ourselves to thoroughly getting to grips with the DIY installation kit. We studied what determines the ease-of-use for the consumer, the build-up of the logistical chain and the brand values that KPN strives to convey.
In order to bring structure and balance to the large amount of insights from this survey, we’ve developed a set of ‘Golden Rules’. These rules gave direction to the concept development.
Installing TV, telephone or internet services proves to be difficult for the majority of people. Support by a helpdesk or on-site technician is very costly for a provider like KPN and does not help to achieve a positive brand image. We were asked to look for an integrated approach to tackle these issues.
We committed ourselves to thoroughly getting to grips with the DIY installation kit. We studied what determines the ease-of-use for the consumer, the build-up of the logistical chain and the brand values that KPN strives to convey.
In order to bring structure and balance to the large amount of insights from this survey, we’ve developed a set of ‘Golden Rules’. These rules gave direction to the concept development.
The end result is a well-arranged, understandable and consistent installation kit. The packaging directly links the hardware that KPN sends and the services that the consumer wants to start using as easily and quickly as possible. The new packaging offers a solution by combining three main ingredients.
At the top of the installation kit sits the Quick Reference Card that provides just enough information to get the installation done. Secondly, in case you need additional information, all manuals are bundled in a storing binder. Thirdly, the starter box and all additional components can be found in a stack of boxes with identical footprint. All of this is shipped in an easy-to-carry KPN branded box.
The end result is a well-arranged, understandable and consistent installation kit. The packaging directly links the hardware that KPN sends and the services that the consumer wants to start using as easily and quickly as possible. The new packaging offers a solution by combining three main ingredients.
At the top of the installation kit sits the Quick Reference Card that provides just enough information to get the installation done. Secondly, in case you need additional information, all manuals are bundled in a storing binder. Thirdly, the starter box and all additional components can be found in a stack of boxes with identical footprint. All of this is shipped in an easy-to-carry KPN branded box.
The main goal – helping the consumer to correctly install the KPN hardware – was achieved with the new concept. Calls to the helpdesk regarding the installation process were reduced by 35%. All of this results in satisfied customers, a positive effect on KPN’s brand image and a huge reduction in costs.
The new installation kit also has logistical advantages. The individual components are merged at the last stage of packing accompanied by the client-specific information. Like this, the required storage space is reduced.
The main goal – helping the consumer to correctly install the KPN hardware – was achieved with the new concept. Calls to the helpdesk regarding the installation process were reduced by 35%. All of this results in satisfied customers, a positive effect on KPN’s brand image and a huge reduction in costs.
The new installation kit also has logistical advantages. The individual components are merged at the last stage of packing accompanied by the client-specific information. Like this, the required storage space is reduced.
One of the main contributors to the success of the new installation kit is the consistent graphic design and use of colors for all elements like hardware, cables, Quick Reference Card and the manuals.
This ensures that the consumer can familiarize himself throughout the whole installation process. It eliminates doubt and takes away insecurities that could lead to errors or the need for additional help.
One of the main contributors to the success of the new installation kit is the consistent graphic design and use of colors for all elements like hardware, cables, Quick Reference Card and the manuals.
This ensures that the consumer can familiarize himself throughout the whole installation process. It eliminates doubt and takes away insecurities that could lead to errors or the need for additional help.
Elektronicaweg 22
2628 XG, Delft
The Netherlands
