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Designing a better installation experience

Designing a better installation experience
Red Dot Design Award

Service design for KPN

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.

Large expenditure

Research

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.

Large expenditure

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.

Research

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.

Solution

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.

Solution

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.

Impact

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.

Impact

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.

Since the introduction of the new starter kits, calls to our help-desk have decreased by 35%. This saves KPN millions of euros annually
KPN Producthouse
We still receive praise regularly from our customers. Especially the consistent colour coding is very well received
Clemence Tamboer-Verspuy, KPN Producthouse

Convenience through consistency

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.

Convenience through consistency

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.

Team

Discover more about this case? Contact Jacco

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