Customer Driven Improvements of Home Network and Router

Abstract: This thesis is a service design project that has been carried out in cooperation with the telecom company Telia Sweden (belonging to TeliaSonera AB). The purpose of the report was to examine Telia's fixed broadband service for private customers from a customer perspective. Previously, the service has mainly been developed from a technology-driven perspective. During the broadband subscription, the customers are able to borrow a router from Telia but it has been noticed that some customers opt out Telia’s router. The objective of this work has been to deliver useful customer insights and improvement proposals to Telia within the framework of the broadband service. In the project, a service design methodology was used where the focus has been on interactions with customers. The interactions consisted of in-depth qualitative interviews. The project consisted of five phases. An initial preparation phase with a literature study on service design methods, the Internet and broadband technology as well as learning about and understanding the company. During the preparation phase internal hypotheses about the service problem areas were collected. The initial phase was followed by three iterative loops with customer interactions, insight analysis, ideation and conceptualization. Customer insights and concepts have been tested, evaluated, and deepened during the project. In the last phase the result was processed and the insights were rated for easier implementation. A major problem area for many customers was the Wi-Fi and Wi-Fi range, because the technology is perceived as difficult and abstract. The conclusion is that Telia should help their clients to improve the Wi-Fi quality and the project work led to three ultimate concepts tested on customers. Also six recommendations were delivered to Telia.